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Help Desk Technician III - 994802

Apply Now Job Number: 505736
Work Type: Full Time with Full Benefits
Location: Fort Lauderdale-Davie, Florida
Department: USD Instructional Technology
Categories: Teaching - JK - 12

About Us:

We are excited that you are considering joining Nova Southeastern University!


Nova Southeastern University (NSU) was founded in 1964, and is a not-for-profit, independent university with a reputation for academic excellence and innovation. Nova Southeastern University offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more. NSU cares about the health and welfare of its students, faculty, staff, and campus visitors and is a tobacco-free university.

We appreciate your support in making NSU the preeminent place to live, work, study and grow. Thank you for your interest in a career with Nova Southeastern University.

NSU considers applicants for all positions without regard to race, color, religion, creed, age, sex, sexual orientation, gender identity or expression, genetic information, disability, political affiliation or belief, national origin, marital or veteran status or any other legally protected status.
Job Title: Help Desk Technician III - 994802
Location: Fort Lauderdale-Davie, Florida
Work Type: Full Time with Full Benefits
Job Category: Exempt
Hiring Range: Commensurate with experience.
Pay Basis:

Annually
Subject to Grant Funding?: No  
Essential Job Functions: 1. Provides technical support to a diverse group of end users, including NSU University School parents, students, faculty and staff to ensure prompt resolution of problems.
2. Responds to telephone calls, email and personnel requests for technical support to ensure optimal customer service.
3. Identifies, researches, documents, and resolves technical problems to ensure customer satisfaction and provide accurate and timely resolution for customer.
4. Collects and records user's requests by using help desk software, such as Microsoft Teams, SharePoint or Excel to ensure appropriate tracking.
5. Dispatches problem reports to appropriate Office of Innovation and Information Technology (OIIT) personnel.
6. Performs other duties as assigned.
Marginal Job Functions: 1. Attends divisional and NSU sponsored meetings and instructional workshops.
2. Assists with special project assignments.
Required Knowledge, Skills, & Abilities: 1. Ability to learn, navigate, and to solve user-identified problems with NSU University School systems (e.g. Senior Systems, Naviance, My Backpack, STARS) as well as online learning systems (e.g. Canvas, SRI).
2. Ability to communicate by phone or online with a complicated series of instructions to enable an end-user to successfully complete a task.
3. Basic knowledge of Windows operating systems, Microsoft Office, electronic mail systems, internet, telecommunication concepts, network communication concepts, and online learning systems.
4. Above-average oral and written communication skills and technical problem solving ability.
5. Ability to exercise patience and communicate appropriately when resolving problems with end-users who experience difficulty with online technology and systems.
6. Be proactive in anticipating customers' needs for information and services.
7. Excellent customer relations skills.
8. Ability to set priorities and to manage time effectively, as well as to meet deadlines and to communicate delays.
9. Ability to work as a member of a team.
10. Ability to work independently.
11. Ability to work in a culturally diverse environment.
12. Ability to pay close attention to detail.
13. Good organizational and interpersonal skills.
14. Ability to maintain confidential information.
15. Ability to work overtime with minimal notice.
16. Ability to work in a Microsoft Window-based environment using various software packages (e.g. Word, Excel, Access, and PowerPoint).

PHYSICAL REQUIREMENTS / WORKING CONDITIONS:
1. Ability to communicate effectively with others.
2. Ability to work cooperatively with colleagues and supervisory staff at all levels.
3. May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
4. May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils and computer keyboards.
Job Requirements:  
Required Certifications/Licensures:  
Required Education: Bachelor's Degree
Major (if required):  
Required Experience: Three (3) years of customer service experience, with at least two (2) years’ experience in technical telephone support.
Preferred Qualifications: 1. Minimum of two (2) years' experience in database management software and/or student information systems.
2. Knowledge of IBM-PC compatible and Macintosh hardware and software applications.
3. Knowledge of HTML, SQL.
4. Previous experience in an institution of JK-12 education.
Is this a safety sensitive position? No  
Background Screening Required? Yes  
Pre-Employment Conditions:

 
Sensitivity Disclaimer: Nova Southeastern University is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities, and will make reasonable accommodation when necessary.
   
   

Advertised: Eastern Daylight Time
Applications close: Eastern Daylight Time

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