Helpdesk Specialist - UIS

Pacific University achieves excellence and distinction by investing in exceptional people to think, care, create, and pursue justice in our world. We embrace discovery in a close and nurturing environment that leads to genuine transformation. Our community is diverse, sustainable, and dedicated to discovery and excellence in teaching, scholarship, and practice.

At Pacific University, we thrive in an extraordinary environment, surrounded by the beauty of the great Pacific Northwest, with campus locations in Forest Grove and Hillsboro. We humbly acknowledge and thank the original caretakers of the lands on which we live, work, teach, and acquire and share knowledge.

GENERAL DESCRIPTION OF THE POSITION:

Responsible for supporting the technology needs of students, faculty, and staff throughout the University.  Investigates and resolve problems with online accounts, software, hardware, printers, and mobile computing devices. 

ESSENTIAL FUNCTIONS/MAJOR RESPONSIBILITIES:

• The primary responsibility of the IT Helpdesk Specialist role is to provide remote and onsite support for internal/external end-users as well as diagnose and resolve technical issues.
• Supports a multitude of functions related to Pacific University operations, which can involve system maintenance, local networks, security protocols, and hardware inventory. 
• Liaisons with Helpdesk and other IT specialist, including members of the Technology Operations, Enterprise Data Systems and Healthcare Clinic Information Technologies teams, to resolve issues.
• Assists in the configuration, deployment, maintenance, troubleshooting, and support of computer workstations, laptops, printers, mobile devices, telecommunications equipment, and other computer hardware.
• Contributes to the successful delivery of business-driven and internal IT projects and enhancements.
• Monitors ticket queues to prioritize, address, and escalate requests and incidents in accordance with Service Level Agreements and ITSM best practices.
• Aids and trains student workers, so that they can solve common problems.
• Rapidly responds to urgent situations, which may include direct response as well as coordination and communication with IT staff, vendors, and business partners.
• Establishes and maintains cooperative, friendly, and team-oriented relationships with coworkers, managers, supervisors, and others.
• Notifies UIS management of any potential security, privacy or safety issues brought on by client technology use.
• Maintains and updates asset information about university-owned technology.

SECONDARY FUNCTIONS: 

• Perform other related duties as assigned.

JOB SCOPE:

Performs duties independently with minimal supervision, dealing with multiple priorities.  Decisions are made within general policy guidelines but must require unique decision-making for each situation.  Mistakes/errors may result in unhappy customers, damage to the academic careers of students, and work stoppages in vital University departments due to improperly resolved technology problems.

SUPERVISOR RESPONSIBILITY:

This position intermittently supervises several student workers.

EDUCATION AND/OR EXPERIENCE:

• 2+ years of experience in providing technical support, preferably in an educational setting, is required.
• Certifications from CompTIA, Microsoft, or HDI are desired.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS:

• Competent in identifying and resolving a wide range of end-user technology issues.
• Communicates with students, faculty, staff, and the public appropriate to the age of the individual served.
• Builds on basic learning and carries it from one situation to another.
• Demonstrates critical thinking skills in problem-solving and decision-making.
• Asks questions and seek assistance.
• Takes responsibility to eliminate the source of problems.
• Demonstrates confidentiality regarding information pertaining to all students, faculty, and staff.
• Maintains proper appearance and personal conduct for the employee’s particular job.
• Uses effective communication skills taking into consideration body language, filters, listening, paraphrasing, and questions with customers of diverse ethnic and cultural backgrounds.
• Demonstrates ability to work in a team environment.
• Familiarity with the use of the Office suite of applications, including Word and Excel. 
• Demonstrates ability to prioritize between multiple duties and stay organized in a challenging, often fast paced environment.
• Demonstrates ability to communicate technical information to people of a broad range of backgrounds and technical knowledge, both verbally and in written communication.
• Demonstrates ability to come across as calm, confident, knowledgeable, helpful, and professional, even when dealing with people who are angry or under stress.

WORKING CONDITIONS:

This position works part of the time at a desk, part of the time standing or sitting at a workbench, and part of the time traveling to various locations across campus.  Work is mostly during normal business hours, but this position will occasionally be required to travel to remote sites and work some evenings and weekends based on the needs of the organization.  During travel, the worker will be briefly subject to outside environmental conditions.

PHYSICAL ACTIVITIES:

Stooping, Kneeling, Crouching, Crawling, Reaching, Standing, Walking, Pushing, Pulling, Lifting, Fingering, Grasping, Talking, Hearing, Repetitive motion

PHYSICAL REQUIREMENTS:

Sedentary work, Light work

APPLICATION PROCESS

To apply, please upload your resume,  cover letter and three professional references along with your Paycom application.  Persons who do not follow and complete the application process are not applicants and will not be considered for employment.

Only qualified applicants will be contacted for an interview. During the selection process, we will strive to provide timely notifications. The selection process may vary from recruitment to recruitment but typically includes multiple interviews and may take several weeks depending on the position. All qualified applicants will be notified once the selection process has closed.

Applicants must be legally authorized to work in the United States at the time of hire and continue to work without employer visa sponsorship, now or in the future.

At Pacific University, we are dedicated to offering experiences that are authentic, holistic, equity-minded, and responsive. Our communal success rests on the recognition that complex problems and effective solutions are best approached by teams with a variety of diverse perspectives. and life experiences. As we continue to develop our equity practices, we actively promote access to opportunities and equitable pay for all employees.

Studies have shown that women and people of color are less likely to apply for jobs where they are unsure if they can perform every function in the job description. We are most interested in finding the best candidate for the job and that candidate may come from a variety of backgrounds and lived experiences. If you are interested in applying, we encourage you to think broadly about how your background and skill set may qualify you for the role.

We, who make up Pacific University, aspire to become a community of purpose where everyone is enabled to be wholly and comfortably who they are; accountable for inclusive behaviors and practices; built on trust, civility, care, openness, and honest conversations often around critical subjects. We know that these values are critical to prepare for a global world with complex problems, through an asset-based mindset so that everyone is afforded an opportunity to succeed. We believe in fostering a workplace where every employee is respected, their contributions are valued, and they are provided opportunities to succeed.

COMPENSATION AND BENEFITS

We offer a comprehensive benefits package for qualifying employees.

Current benefits include:

• Generous paid time off (for vacation, holidays—including winter break—and sick leave)
• Medical coverage with alternative care options (with in-network services covered at 100% after payroll deduction)
• Comprehensive dental and vision plans
• Generous retirement contribution after one year of service with no match required
• Free mental health appointments
• Tuition remission for employees and their dependent child(ren) who meet eligibility requirements
• On-campus benefits, including free access to our sports facility and library
• Discounts on campus food, bookstore purchases, clinic services.

EQUAL OPPORTUNITY EMPLOYMENT

Pacific University is an Equal Opportunity Employer and is committed to complying with all applicable laws, including those concerning employment and workplace policies. We are committed to fostering a non-discriminatory and inclusive work environment. We are proud to encourage applications from individuals of all backgrounds, including those from historically underrepresented groups.

NOTICE OF NONDISCRIMINATION POLICY

Pacific University makes all employment decisions without regard to race, color, national or ethnic origin, ancestry, age, religion or religious creed, disability, sex, gender identity and/or expression, sexual orientation, military or veteran status, or any other characteristics protected by applicable law. Applicable laws include, but are not limited to, Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, the Age Discrimination Act, and the Americans with Disabilities Act of 1990. Questions or complaints may be directed to the Vice President for Academic Affairs at 2043 College Way, Forest Grove, OR 97116 or via email at [email protected].