Service Desk Technician

Service Desk Technician

Midland University, a private, faith based, liberal arts university in Fremont, Nebraska (just outside of metro Omaha), is seeking a Service Desk Technician. The Service Desk Technician is responsible for the initial response to incoming IT troubleshooting requests from associates at all levels of the organization. The Service Desk Technician will be required to offer exceptional service to their customers to ensure their needs are cared for even in the most stressful circumstances. This role is focused on Windows laptop/desktop management and support, though will deal with the many different forms of technology (both hardware and software) on a daily basis.

Responsibilities:

• Provide fast, proactive responses to all phone calls and email for IT related requests
• Create open tickets, resolve issues, and/or forward, as appropriate
• Support customers appropriately, with a sense of urgency
• Work collaboratively with other IT members to resolve customer requests
• Manage inventory of Windows devices and assist with iOS/Apple devices
• Provide front line support of all Windows devices
• Coordinate training for use of iOS devices and applications for those devices

Qualifications/Requirements:

• High school diploma or equivalent required
• Must possess the ability to communicate effectively (verbal and written)
• Must possess excellent computer skills (Windows, G Suite, Microsoft Office applications, and iOS)
• Prefer experience with inventory management and computer imaging
• Must possess the ability to exercise critical thinking and collaborate with team members to ensure appropriate resolutions are met
• Must possess a pleasant and courteous phone demeanor
• Must be flexible and adaptable, able to cope with unexpected events
• Ability to make appropriate decisions in a dynamic and fast-paced environment
• Must be willing to work 8am to 5pm, Monday through Friday, and adjust when required

Midland University provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.