Title: Help Desk - Temp

Department Org: IT Personnel - 108790

Employee Classification: N4 - Unclass Temp HSC

Bargaining Unit: Professional Staff Association

Primary Location: HSC H

Shift:  1

Start Time:  8:00 a.m.   End Time:  5:00 p.m.

Posted Salary: $16.00/hour

Float: True

Rotate: True

On Call: True

Travel: False

Weekend/Holiday: False

Job Description:

Responsible for providing technology support for help desk calls, the IT Help Desk – Temp will be responsible for, IT Help Desk. The IT Help Desk - Temp will be responsible for ensuring that all calls to the Help Desk are resolved and that calls/issues escalated are resolved satisfactorily. The IT Help Desk -Temp will ensure that calls/requests to the Help Desk are logged in iSupport.

Minimum Qualifications:

Education/experience/licensing:
• High school diploma or equivalent. Courses in Windows and Macintosh Microsoft Office Suite.
• Minimum of 1 to 3 years’ experience supporting and utilizing a variety of computer hardware, software and networking. Help desk experience and Associate degree preferred.
• Advanced computer troubleshooting, analysis, critical thinking and problem solving skills.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations. Ability to manage multiple priorities.
• Ability to promote and follow policies and procedures.
• Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.
• Operating knowledge of and experience with personal computers, Macintosh computers, servers, peripherals, Windows, Mac OS and Microsoft Office. Working knowledge of data processing equipment, systems and techniques. Knowledge of iSupport. Knowledge of Active Directory, student information systems, educational software systems, library management systems, financial systems, and e-mail application preferred.
• Operating knowledge of typical office equipment, such as telephones, copier, fax machine, E-mail, etc.
Other skills:
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with Student-Workers and others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions.
• Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Preferred Qualifications:

Conditions of Employment:

Equal Employment Opportunity Statement:

The University of Toledo is an equal opportunity employer. The University of Toledo does not discriminate in employment, educational programs, or activities on the basis of race, color, religion, sex, age, ancestry, national origin, sexual orientation, gender identity and expression, military or veteran status, disability, familial status, or political affiliation. 

The University is dedicated to attracting and retaining the best and brightest talent and fostering a culture of respect.

The University of Toledo provides reasonable accommodation to individuals with disabilities. If you require accommodation to complete this application, or for testing or interviewing, please contact HR Compliance at hrcompliance@utoledo.edu or 419-530-4747 between the hours of 8:30 a.m. and 5 p.m. or apply online for an accommodation request. 

Computer access is available at most public libraries and at the Office of Human Resources located in the Center for Administrative Support on the UToledo Main Campus.