IT Help Desk Technician

McKendree University is accepting applications for the Information Technology (IT) Helpdesk Technician position located at its Lebanon, IL campus.  This is a full-time, benefits eligible position.

The Helpdesk Technician works collaboratively with other members of the Information Technology team at McKendree to support the faculty, staff, and students and provide IT solutions to the organization.  This role fulfills requests and addresses issues brought forth through our ticketing system, as well as the IT support phone line.  This position provides a great opportunity for an entry-level IT professional to learn basic support function, as well as offer exposure to higher level systems.  This is a full-time position located in Lebanon, IL and reports to the Chief Information Officer and Director of IT.

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Provide first-level support for end users via phone call, email, or ticket.
  • Provide troubleshooting assistance to end-users with a high standard of quality and in a timely manner.
  • Diagnose and resolve issues with systems like access management, Office 365, telephone services, print management, and follow-up and respond to tickets with informative responses to the end user.
  • Escalate tickets and phone calls to appropriate personnel for assistance.
  • Document incidents and changes when appropriate.
  • Assist with other projects as assigned by director.

REQUIRED QUALIFICATIONS:

  • 2-year Degree in MIS, Computer Science, or related field.
  • 2 years of Helpdesk experience in lieu of 2-year degree.
  • Experience supporting software, printers, or other business systems.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

  • Knowledge of standard operating systems for PC and Mac computers.
  • Excellent written and verbal communication skills.
  • Excellent customer service skills.
  • Understands confidentiality with business and technical users at all levels of the university.
  • Strong analytical, problem solving skills and ability to apply skills while working independently.

PREFERRED QUALIFICATIONS:

  • 4-year Degree in MIS, Computer Science, or related field.
  • Prior experience working in a help desk environment.

WORK HOURS/CONDITIONS:

  • Office environment with routine walking to other campus buildings and offices; normal business hours are Monday through Friday from 8:00 a.m. to 5:00 p.m.; occasional evenings and weekend commitments.
  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

McKendree University, Illinois’ first and finest, is a private university in Lebanon, IL, just 25 minutes from downtown St. Louis, home of the 11-time World Series champs (St. Louis Cardinals) and the 2019 Stanley Cup winner (St. Louis Blues). St. Louis also boasts a wonderful zoo, a first-rate botanical garden, a vibrant art scene (both performing and visual), and a plethora of top-notch restaurants. 

Interested candidates should send a letter of interest referencing job #HDT83 with a resume/CV and contact information for three professional references to the Director of Human Resources at hr@mckendree.edu.

McKendree is an ADA/EEO/Vet/Disabled employer committed to enhancing the cultural and gender diversity of the campus. All qualified candidates are encouraged to apply.