Help Desk Technician

Franklin University is seeking a full-time Help Desk Technician.  Responsibilities include but are not limited to:  Timely and courteous support for technical issues by phone and electronically • Accurate and detailed recording and reporting of help desk incidents • Timely escalation of high impact customer issues • Handle calls effectively from dissatisfied customers • Develop, document, and implement processes and procedures • Maintain and build customer relations • Provide a weekly status report to Supervisor • Work closely across IT teams to ensure effective communication and escalation • Evaluate and recommend technical software solutions as needed • Provide technology training as needed

Qualifications:  Previous Help Desk experience • Attention to Detail • Process oriented • Ability to multi-task • Positive attitude and willingness to embrace change • Team Player • PC support experience – certification desired • ITIL and ITSM knowledge a plus • Excellent documentation skills • Strong troubleshooting and diagnostic skills • Excellent interpersonal, verbal, written and listening skills • Proficiency with Microsoft Office suite • Associates Degree preferred but not required • Standard hours for this position are Sunday through Thursday 1:30 p.m. to 10:00 p.m., however, candidate must be able to work occasional rotating days or hours as needed. Sunday hours will be worked from home and Internet costs will be reimbursed on a monthly basis.

Franklin offers a competitive benefits package, incentive program, free parking, undergraduate tuition reimbursement for employees and immediate family members, and graduate tuition assistance.

Please forward a letter of application and resume by email (as an attachment in MS Word format) to resume@franklin.edu. For immediate attention please enter Help Desk Technician in the subject line of your email.

resume@franklin.edu

Equal Opportunity Employer