Point Loma Nazarene University

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Help Center Technician

at Point Loma Nazarene University

Posted: 8/8/2019
Job Status: Full Time
Job Reference #: R0001856
Keywords:

Job Description

The Point Loma Nazarene University community is, and intends to be, a decidedly Christian community, as exhibited by our shared beliefs, corporate practices, and Christlike character.

JOB SUMMARY

Working as part of a larger support team, this position is a first point of contact for the troubleshooting of technology related support requests for the University and is primarily responsible for oversight and quality control of Help Center student employees throughout their shifts. Also responsible for assisting in the coordination of student employee work schedules, general processes, and training.

JOB STATUS

Time:

Full time

***

RESPONSIBILITIES

  • Provide primary support at the Help Center on a rotational schedule

  • Oversee and provide real-time quality control of Help Center student employees

  • Assist in training of student employees

  • Maintain Help Center policies, procedures, and user focused documentation

  • Identify and recommend process improvements steps

  • Work as a part of a larger team of support personnel

  • Present a positive disposition and maintains constructive interpersonal relationships with customers

  • Establish and maintain an environment conducive to team building and cross-team communications

  • Maintain high standards of customer service for phone, email, and walk-in requests

  • Display courtesy and sensitivity while handling difficult or emotional situations with customers

  • Consistently meet operational level agreements to ensure successful escalation of calls

  • Ensure the application of established University and ITS policies

  • Additional duties as assigned

QUALIFICATIONS

  • One year of information technology experience required

  • Experience in a customer service and/or technical service desk environment required

  • Ability to present ideas in user-friendly, business-friendly, and technical language

  • Display a willingness to make decisions, as well as exhibit sound judgment

  • Knowledge of and ability to troubleshoot various hardware and software

  • Excellent ability to analyze and solve problems

  • Experience supporting Microsoft Windows and Apple OS
  • Experience supporting Microsoft Office and Google apps

  • Understanding of and commitment to the spiritual mission of the University

PHYSICAL REQUIREMENTS

The work is primarily sedentary and may require sitting for extended periods of time. Use of computer equipment: computer keyboard, mouse, and monitor. Ability to read documents, email and other correspondence, and reports on paper and computer monitor. Hearing and speaking to communicate effectively with others in person and by phone. Ability to stand, stoop, push, pull, and lift up to 10 lbs throughout the day.


BENEFITS
Benefits include health, dental, tuition benefits for employee and dependents, competitive retirement matching, vacation and sick time, and 15 paid holidays per year.
In addition, we have many opportunities to engage with our community including staff chapel, monthly lunches and a robust wellness program.

***

Point Loma Nazarene University does not discriminate on the basis of race, color, national origin, sex, age, disability or status as a veteran in any of its policies, practices or procedures. In a continuing effort to enrich its academic environment and provide quality educational and employment opportunities, PLNU actively encourages applications from members of underrepresented groups in higher education.


If you are a current employee of PLNU, please login to your Workday account and use the internal career worklet to apply.

https://www.myworkday.com/pointloma/d/home.htmld

One of the most gorgeous locations to work in all of Southern California, PLNU offers more than ocean views. As an employee you will be supporting the education of tomorrow's leaders.

Non-discrimination Policy

Point Loma Nazarene University does not discriminate on the basis of race, color, national origin, sex, age, disability or status as a veteran in any of its policies, practices or procedures. In a continuing effort to enrich its academic environment and provide quality educational and employment opportunities, PLNU actively encourages applications from members of underrepresented groups in higher education.

As a religious institution, PLNU retains the right to exercise religious preference in employing faculty and staff who agree with and support the religious mission of the University. You may find it helpful to learn more about our sponsoring denomination: Church of the Nazarene.

Community Life Covenant

The Point Loma Nazarene University community is, and intends to be, a decidedly Christian community, as exhibited by our shared beliefs, corporate practices, and Christ like character.  To read PLNU's full Community Life Covenant and to learn more about other community benefits please visit PLNU Benefits.

Crime Statistics

In accordance with the Jeanne Clery Act, PLNU's current annual crime statistics are available at : PLNU Annual Security Report.



Posted 30+ Days Ago

Full time

R0001856