The Minority Professional Development Intern / Help Desk Consultant I is responsible for providing first-level technical support to the Duquesne University community. The Help Desk Consultant I responds to student and employee inquiries regarding accounts, networks, platforms, servers, and applications. The Help Desk Consultant I will interface with customers through email, phone, face-to-face, and chat technologies. The Help Desk Consultant I utilize various technologies to manage customer requests, and the status of open issues.
The Help Desk Consultant I monitors, tracks, and updates the status of customer requests.
The Help Desk Consultant I is responsible for identifying the need for and developing electronic and paper-based self-help materials and evaluating technologies from the users' perspective in order to offer support.
The Help Desk Consultant I must be able to work with considerable independence under the direction of the Manager for Help Desk Services. The Help Desk Consultant I’s work is planned and reviewed by the Manager for Help Desk Services in relation to results obtained.
The Help Desk Consultant I must be able to work a flexible work schedule during peak periods.
DUTIES AND RESPONSIBILITIES:
To fulfill the responsibilities and obligations of this position, the intern will:
Utilizes problem-solving and troubleshooting techniques to inquiries received from users regarding hardware, software, and networking services provided by CTS. Provide solutions to the stated and underlying issues;
Manages entire resolution process for customer problems/requests;
Manages a queue of requests from multiple sources including electronic email, telephone, voicemail, and face to face inquiries;
Enters problems/requests into a problem tracking database and assign to appropriate Tier 2 group for resolution;
Manages projects to completion and meet deadlines;
Refers problems requiring in-depth analysis to the appropriate CTS secondary resource;
Presents and explains computing support policies to the Duquesne campus community;
Provides guidance and assistance to student Help Desk consultants;
Maintains computing support-oriented web pages, electronic documents, and printed materials;
Provides regular reports on usage of services at Help Desk;
Evaluates and recommend technologies to improve the functioning of the Help Desk;
Solicits feedback from users of CTS services and facilities to enhance and upgrade the quality of services provided;
Provides weekly written reports to the supervisor.
Performs other related job duties as assigned by the Help Desk Manager.
Must be a member from the historically underserved minority group to qualify.
This position requires a minimum Associates's Degree, from an accredited institution, in Information Systems, Business, Marketing, and Communication or related fields, or equivalent work experience. Help Desk Institute participation and certification a plus.
Knowledgeable regarding computer hardware, operating systems including the interconnection of components, computer systems and peripherals.
Experience with incident-tracking tools.
Knowledgeable regarding basic computer software applications including word processors, electronic mail, the internet and web browsers, creation of web pages, multimedia technology, and database structure and design.
Knowledgeable with network configuration multiple platforms as well as experience in configuring and using various mail clients and IP-based desktop connections to an Ethernet network.
Knowledgeable with network configuration and troubleshooting on Windows and Mac operating systems.
Experience with Office365 cloud-based technologies including configuration and troubleshooting of mail clients on PC and mobile device platforms
Strong passion for service and self-motivated with demonstrated interpersonal skills.
Demonstrated written and oral communication skills.
Demonstrated organizational skills.
Ability to work in a highly collaborative environment.
Ability to consult effectively with students, faculty, and professional staff.
A flexible work schedule will be required during peak periods and a requirement to participate in on-call rotation. Saturday work may be required.
Maintain currency with technology.
Establish and maintain certifications in key technologies.
Bachelor’s degree, from an accredited institution, in Information Systems, Business, Marketing, and Communication or related fields, or equivalent work experience. Help Desk Institute participation and certification a plus.
Interested candidates must submit a cover letter, resume, and contact information for three professional references to receive full consideration.
Catholic in its mission and ecumenical in spirit, Duquesne University values equality of opportunity as an educational institution and as an employer. We aspire to attract and sustain a diverse faculty and staff that reflects contemporary society, serves our academic goals, and enriches our campus community. We particularly encourage applications from members of underrepresented groups and support dual-career couples through our charter membership in this region's HERC (http://www.hercjobs.org/oh-western-pa-wv/).
We invite applicants for this position to learn more about our university and its Spiritan heritage by visiting http://www.duq.edu/about/mission-and-identity/mission-statement. Those invited to campus for an interview may be asked about ways in which they see their talents contributing to the continued growth of our community and furthering its mission.
Duquesne University, a private, Catholic institution, prides itself on being mission-centered and mission-driven. Our employees contribute to our culture of academic excellence and our mission of serving God by serving students. In turn, they enjoy a supportive working environment that values individual talents, encourages teamwork and rewards accomplishments.
A nationally ranked top-tier university, Duquesne has established a legacy of excellence in liberal and professional education. Our 14:1 student-faculty ratio allows our students to work closely with expert faculty. Duquesne has also won accolades and recognition among the nation’s top 20 small research schools for our research initiatives and faculty productivity.
Situated on a 50-acre campus within the city, Duquesne provides a small-town feel in an urban setting. The Pittsburgh region offers a variety of cultural, education and professional opportunities, as well as a safe and affordable lifestyle.
We strive to attract, recruit and retain a dynamic, diverse workforce. Our employees benefit from an array of campus resources that provide convenience and cost savings, including a variety of dining options, a full-ser...vice Starbucks, a retail bank and credit union, a fitness center and year-round wellness programs and onsite parking. Employees also may take advantage of the many educational, cultural and sporting events sponsored by the university.