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Help Desk Consultant



Help Desk Consultant


Summary:
The Help Desk Consultant serves the UWM campus community as the first contact for Campus core services and technical support. The consultant is responsible for answering a wide variety of questions about computers, campus IT services, and general campus information. Clients include students, faculty, staff, and the general public. The Help Desk Consultant assists clients over the phone, via email and in the Campus Computer Labs.
 
Qualifications & Expectations:
The person demonstrates excellent English written and verbal communication skills. The person displays a positive attitude and treats the customer with utmost respect. The person is able to work well in a team environment as well as on an individual basis. The person is able to learn new technical concepts quickly and has some knowledge of computers and Internet navigation. 

The person must be able to work from home if CTS (Campus Technology Support) management and campus leadership mandates it in the event that a COVID-19 outbreak occurs during the academic year. The person must have access to a personal computer, broadband internet, and a private workspace while working from home.

The person must abide by all CTS work rules/practices specifically outlined but not limited to the Student Employment Handbook and handbooks and/or rules outlined by your department.

Job Functions include but are not limited to:
  • Answer phone calls to the Help Desk Call Center, following all telephone protocols and collecting all necessary information for proper resolution or escalation of the problem.
  • Respond to clients who submit Help Desk incidents via email or Self Service, gathering any follow-up information necessary to properly resolve or escalate the incident.
  • Assist in maintaining a clean environment while on duty.
  • Troubleshoot client concerns in the Campus Computer Lab and the Call Center including but not limited to PC & Apple software and hardware issues, ePanther accounts, UWM applications, network connectivity, and general Internet issues.
  • Escalate problems to technicians, supervisory staff, or specific staff members in accordance with procedure.
  • Research problem resolutions using Help Desk resources.
  • Follow up on client problems to ensure that resolutions are provided on a timely basis.
  • Provide work-related assistance to other Help Desk and CTS employees.
  • Log all client problems, contacts, and solutions using the incident management software.
  • Attend meetings and training as required.
  • Keep current regarding work policies and procedures by reading email, Hot Topics, Knowledgebase articles, and other documentation.
  • Other duties as assigned.
  
Position Level:
Beginner
 
Minimum Class Required:
Technical training as designated by the Lead Team and CTS management

Hours:
Help Desk Consultant is required to work a minimum of fifteen (15) hours per week.
 
Work Area:
  • Call Center
  • Campus Computer Labs (various locations across campus)
  • Switchboard
  • Home (personal computer, broadband internet, and a private workspace is required)
 
Reports to:
Help Desk Shift Supervisors
 
Evaluation by:
Primary Help Desk Shift Supervisor

Mentor:
Help Desk Lead Team members

Additional Information:
It is the responsibility of this position and individual, as a University of Wisconsin Milwaukee employee, to ensure the security and confidentiality of customer records and information; protect against any anticipated threats or hazards to the security or integrity of such records; and protect against unauthorized access to or use of such records or information that could result in substantial harm or inconvenience to any customer.