Helpdesk Technician
Full Time • Nelson Full Time
About Us:
At Nelson University, we are dedicated to empowering students spiritually, academically, professionally, and cross-culturally as they pursue their God-given careers and callings.
Position Overview
The Helpdesk Technician serves as the first point of contact for the IT department at Nelson University. This individual will provide exceptional service to students, faculty, staff, and visitors by offering technical support, resolving issues, and ensuring smooth operations of university IT services. The Helpdesk Technician plays a crucial role in fostering a Christian-centered environment while supporting the University's IT needs.
Major Responsibilities
- Customer Service & Support: Serve as the primary point of contact for all IT-related inquiries via phone, email, and in-person interactions. Provide professional, courteous, and timely responses to all requests.
- Work Order Management: Evaluate and assign incoming work orders efficiently, ensuring that requests are directed to the appropriate technician based on expertise and workload. Collaborate with the Senior Director and Campus Software Director on communications, research, and reporting tasks.
- Follow-up & Feedback: Regularly follow up on completed work orders to assess customer satisfaction, ensuring issues are resolved promptly and accurately. Gather feedback to improve service quality.
- Technical Assistance: Provide initial troubleshooting for common IT issues, guiding users through basic solutions or escalating more complex problems as necessary. Utilize Microsoft Office 365 and Active Directory to assist users with password and account recovery.
- Documentation & Reporting: Assist in maintaining IT documentation, tracking service requests, and providing status updates to relevant stakeholders.
Organizational Relationships
- Reports directly to the Senior Director of IT and Campus Software Director.
Qualifications
· Faith and Cultural Alignment: Faith, service and lifestyle that meets University expectations (See IPM sections: “Statement of Core Values,” “Doctrinal Statement,” “Christian Standards,” “Lifestyle Standard.”)
· Communication Skills: Excellent verbal and written communication skills, with the ability to solve problems, adapt to changing needs, and maintain a patient, empathetic approach in all interactions.
· Customer Service: Strong customer service skills with a focus on providing professional and friendly service to diverse individuals in person, over the phone, and through email.
· Technical Aptitude: A willingness and ability to learn new technical concepts, terminology, and troubleshooting methods. Comfortable working with computers, mobile devices, and various IT technologies.
· Professionalism: Positive, professional demeanor, with the ability to handle potentially stressful situations effectively.
· Detail-Oriented: Ability to manage and prioritize tasks efficiently, ensuring accuracy and thoroughness in all work-related activities.
Application Process: Complete the fields to the right of this screen under “Apply here”. These fields contain intake information. After clicking submit application, you will be taken to the Nelson Employment Application where you will be asked to list references and previous employment positions. Incomplete applications will not be considered. Questions regarding this position may be directed to the Human Resources Office at humanresources@nelson.edu. Your resume may be included when submitting the application to the Human Resources Office.
Note:
This position is not exempt from overtime in compliance with the Fair Labor Standards Act. Join us in shaping the future of Nelson University and empowering students to fulfill their potential!
· Faith and Cultural Alignment: Faith, service and lifestyle that meets University expectations (See IPM sections: “Statement of Core Values,” “Doctrinal Statement,” “Christian Standards,” “Lifestyle Standard.”)
· Communication Skills: Excellent verbal and written communication skills, with the ability to solve problems, adapt to changing needs, and maintain a patient, empathetic approach in all interactions.
· Customer Service: Strong customer service skills with a focus on providing professional and friendly service to diverse individuals in person, over the phone, and through email.
· Technical Aptitude: A willingness and ability to learn new technical concepts, terminology, and troubleshooting methods. Comfortable working with computers, mobile devices, and various IT technologies.
· Professionalism: Positive, professional demeanor, with the ability to handle potentially stressful situations effectively.
· Detail-Oriented: Ability to manage and prioritize tasks efficiently, ensuring accuracy and thoroughness in all work-related activities.
Application Process: Complete the fields to the right of this screen under “Apply here”. These fields contain intake information. After clicking submit application, you will be taken to the Nelson Employment Application where you will be asked to list references and previous employment positions. Incomplete applications will not be considered. Questions regarding this position may be directed to the Human Resources Office at humanresources@nelson.edu. Your resume may be included when submitting the application to the Human Resources Office.
Note:
This position is not exempt from overtime in compliance with the Fair Labor Standards Act. Join us in shaping the future of Nelson University and empowering students to fulfill their potential!
Nelson University (formerly Southwestern Assemblies of God University) is a vibrant, private Christian university located just 30 minutes south of the Dallas/Fort Worth Metroplex in Waxahachie. Founded in 1927, the university now offers over 70 associate, bachelor’s, master’s, and doctoral degrees, available on campus and online.
As an evangelical Christian institution rooted in Biblical truth, Nelson University fostors a Spirit-emplowered community where faculty, staff, and students are encouraged to live out their faith with purpose and integrity. We are passionate about equipping our team members to make a meaningful impact in both personal and professional spheres, embodiying values aht inspire and transform.
Company website: www.nelson.edu