Help Desk Technician

Responsibilities

• Act as the initial point of contact for faculty, staff, and students regarding software, hardware, and networking issues
• Respond to support calls, voice messages, and emails in a prompt and courteous manner
• Manage and track all support incidents using the IT ticketing system
• Escalate complex support incidents to the appropriate IT staff groups when necessary
• Work closely with other IT departments to resolve technical issues effectively
• Maintain detailed documentation of all Help Desk processes and procedures
• Stay current with supported software and hardware to promote efficiency improvements

Requirements

• College-level training or a bachelor's degree
• Proven customer service experience, including phone skills and the ability to probe technical issues
• Previous experience in computer operations or technical support
• Proficiency with Windows 10 and Microsoft Office applications
• Commitment to Regent’s core values of Excellence, Innovation, and Integrity

Preferred Qualifications

• Experience with Apple Mac computers and multimedia systems
• Experience with Microsoft Exchange and Microsoft Active Directory networks
• Previous experience working within a college or university environment

Benefits

• Health, life, and disability insurance
• Flexible spending accounts
• Tuition incentives
• Fully vested retirement plans
• Paid time off

About the Company

Regent University is a faith-based institution committed to academic excellence and global influence. We provide a collaborative environment for staff and faculty to contribute to a mission-driven community.