The Help Desk Technician is a member of the Technology Support Services IT Team whose primary role is to provide first level technical support to the College's client devices, labs, networks, and enterprise systems, using multiple communication methods which may include phone, email, chat, and in-person support to all faculty, staff and students.
The position is required to be on the Fort Lewis College campus in Durango Colorado.
This individual will work closely with the campus community, outside vendors, public patrons, and other IT teams to develop, coordinate, integrate, implement, and support technology solutions throughout the College.
Job Description:
Essential Functions and Responsibilities:
Customer service to answer incoming help requests from end users via both telephone, email, and in-person visits in a courteous manner.
Document all pertinent end user identification information including name, department, contact information, and details about the nature of problem or issue.
Prioritize and schedule incident tickets. When necessary, escalate tickets to the appropriate team within Information Technology.
Record, track, and document the Help Desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken to achieve the final resolution.
Clearly communicate technical solutions in a user-friendly, professional manner.
Diagnose hardware problems and submit RMAs to vendors for repairs when necessary.
Use common technical resources to research solutions and aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level including installing and upgrading software, installing hardware, and new computer setup.
Support for mobile devices like phones and tablets.
Assist users with password resets and Multi-Factor Authentication setup.
Save staff data files and reimage Windows computers using InTune and Apple computers using JAMF.
Diagnose hardware problems with printers and escalate issues to our printer vendor. Install printers for users. Maintain printers with ink and paper supplies.
Perform preventative maintenance including cleaning of workstations, printers, etc.
Evaluate documented resolutions and help contribute to the Knowledge Base. Analyze trends for ways to prevent future problems.
Develop documentation, how-to videos, and frequently asked questions lists for end users.
Supervise and mentor student workers.
Perform other duties as assigned.
Required Education, Specialized Skills and Experience:
Graduation from an accredited college or university with an associate or bachelor's degree.in a related field of study. Two years of closely related work experience may substitute for a degree.
Technically fluent in desktop operating systems, including Windows and MacOS.
Technically fluent in Microsoft Office products.
Hands-on computer software and hardware troubleshooting experience.
Ability to professionally communicate over the phone, through email, and in-person.
Ability to produce written technical documentation in a user-friendly format.
Experience working in a team-oriented, collaborative environment.
Preferred Education, Specialized Skills and Experience:
Experience in a higher education Help Desk setting.
Experience with Footprints or similar incident ticketing system.
Experience reimaging computers with Intune, JAMF, or similar software imaging platforms.
Experience with user data storage and cloud solutions like OneDrive.
Experience with Packet Fence or similar network access control software.
Experience troubleshooting and maintaining printers.
Reports To / Supervisory Responsibility:
This position reports to the Manager of Technical Support Services.
Work Environment:
The work environment characteristics described here are representative of those that an employee can expect while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
Ability to work in a confined area.
Ability to sit at a computer workstation for an extended period of time.
Physical Demands:
The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard; reach, stoop and kneel to install computer equipment.
Specific vision abilities required by this job include close vision requirements due to computer work.
Light to moderate lifting to move equipment is required.
Travel:
Less than 5% of travel is expected for this position.
FLSA Status/ Position Type/Expected Hours of Work/ and Salary Range:
Paid Hourly
Full Time 1.0 FTE
Permanent
Full Year
Typical Work hours are 8am to 5pm, Monday to Friday, with some Saturdays rarely required.
Compensation
The salary for this position is $42,000 per year, paid hourly, plus a
comprehensive benefits package.
This position may qualify for the Public Service Loan Forgiveness Program. For more information, go to https://studentaid.gov/pslf/ Federal Student Aid
Application Process A complete application packet includes:
Cover letter addressing interest and qualifications for the position
Resume
Names and contact information for three current, professional references
All applications must be received by 11:59 p.m. 12/1/2024
About Fort Lewis College:
On a sage-brushed mesa overlooking downtown Durango and the La Plata Mountains, Fort Lewis College is Southwest Colorado's premier public undergraduate research institution. With more than half of the 3,300 students identifying as people of color, FLC's academic programming and campus life thrive on nurturing safe, diverse spaces for intellectual exploration and helping people achieve their career goals. A Native American-serving, Non-Tribal Institution, FLC is committed to promoting economic development in neighboring tribal communities and connecting students with the education they need to be the change in the world they want to see. Degree programs span the arts, business, education, health sciences, humanities, and social and natural sciences. Coursework builds on the natural, cultural, and historical resources found around the Four Corners region. Students work closely with faculty on research projects with real-world implications. Like the mountain town it resides in, FLC promotes a culture of work-life balance for students, faculty, and staff. Skyhawks enjoy unparalleled access to a healthy outdoor lifestyle thanks to 300 days of sunshine a year and more than 300 miles of hiking and biking trails in and around Durango
Notice to Prospective Employees: The Fort Lewis College is required by the Clery Act of 1990 to notify prospective employees, current employees, students and applicants where to access our Campus Security Report. The report is updated and published annually in accordance with the Higher Education Amendments of 1998, Federal Student Right-to-Know, the Federal Drug-free Schools and Campuses Act of 1989. This report contains information about:
Fort Lewis College's alcohol and other drug policy
Sexual assault policy
Campus security policies
Campus/community resources
The Colorado Riot Offense Statute restriction on enrollment
Where to find registered sex offender information
Crime statistics for the previous three calendar years
Reporting crimes
The Campus Security Report can be accessed in two ways: By going to the internet website at: www.fortlewis.edu/AnnualSecurityReport Fort Lewis College Student Affairs Office will also provide a paper copy of the annual security report upon request. You can reach them at (970) 247-7331.
Equal Opportunity Fort Lewis College does not discriminate on the basis of race, age, color, religion, national origin, sex*, disability, sexual orientation, gender identity, gender expression, family or domestic status, political beliefs, veteran status, pregnancy, or genetic information. Accordingly, equal opportunity for employment shall be extended to all persons. The College shall promote equal opportunity, equal treatment, and affirmative action efforts to increase the diversity of students, faculty, and staff. The College is dedicated to building a culturally diverse and pluralistic faculty and staff committed to teaching and working in a multicultural environment. To file a report, get resources, read policies, or make an appointment, See www.fortlewis.edu/CARE.
Discrimination Questions?
Office of Compliance and Community Standards David Pirrone, Director of Compliance 192 Education Business Hall 1000 Rim Drive Durango, Colorado 81301 (970) 247-7182 djpirrone@fortlewis.edu
Questions about Title IX sex discrimination? Office of the Title IX Coordinator Madeleine Gillman, Assistant Director of Compliance and Title IX Coordinator 230 Skyhawk Station 1000 Rim Drive Durango, Colorado 81301 (970) 852-6699 mgillman@fortlewis.edu
Information about Fort Lewis College's alcohol and drug policy, sexual assault policy, campus security policies, campus crime statistics, fire safety procedures and fire statistics, and campus/community resources can be found in the Annual Security and Fire Safety Report. Hard copies are available upon request.
* Title IX of the Education Amendments of 1972 and Part 106 of the Code of Federal Regulations (CFR) prohibit discrimination on the basis of sex, including in admission and employment. Inquiries about the application of Title IX and CFR 106 to Fort Lewis College may be directed to FLC's Title IX Coordinator and/or to the Assistant Secretary for Civil Rights of the Department of Education.
ADAA Accommodations Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request an accommodation, please contact Kristin Polens by phone 970-247-7459 or email kpolens@fortlewis.edu at least five business days before the assessment date to allow us to evaluate your request and prepare for the accommodation. You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed. Please ensure that you have this information available well in advance of the assessment date.
About us
Fort Lewis College, a public institution located in Durango, Colorado, offers degree programs in arts, business, education, health fields, humanities, social and natural sciences, and teacher education. Our inspiring mountain campus is located atop a scenic mesa overlooking historic Durango and situated between the San Juan Mountains and the desert Southwest. We are committed to accessible and high-quality baccalaureate education, and our hallmarks are remarkably close relationships between students and faculty, the freedom of intellectual exploration, and the challenge of experiential learning. Our 3,300 students come from 48 states, 17 countries, with 36% Native American and Alaska Native backgrounds, and 11% Hispanic backgrounds. Durango is a thriving multicultural community of 18,500 set along the beautiful Animas River Valley. Averaging 300 sunny days per year, the community is known for its outdoor lifestyle and friendly, festive atmosphere. Durango is also the cultural and economic hub of the Four Corners region, rich in dining, shopping, and entertainment, and linked with airline service to hubs in Denver, Phoenix, and Dallas.