مطلوب Help Desk Specialist لجامعه The American University in Cairo - AUC

Purpose
Provide first line basic IT support to the AUC community (students, faculty, staff, and administrators) in offices, classrooms, and events venues for all IT services. These services include, but not limited to assigning Trouble Tickets and respond to basic queries for software, applications, network connectivity (wired and wireless), e-mail, and voice services- through calls and emails, as well as other given tasks. Coordinate between IT and other departments and provide the highest standard of support to all AUC users while responding professionally and communicating efficiently with all IT challenges.
Principal Accountabilities:
- Provide first level support and guidance to users starting with problems investigation, preliminary troubleshooting and resolution for basic encountered IT and AV related problems.
- Perform "Help Desk" log functions, including receiving, entering, solving, assigning, follow-up and reporting, all IT and AV related problems.
- Coordinate and follow-up end-user support and route specific problems to appropriate level specialized computing staff member for further investigation, troubleshooting, and solving.
- Create departmental and part-time accounts and maintains AUC user accounts on the different system platforms (E-mail and applications).
- Provide orientation sessions to new comers before the start of a new semester.
- Recommend procedure modifications or improvements.
- Follow up with users to get feedback on problem handling/solving.
- Represent other Information Technology staff members in a professional and respectful manner.
- Determine the most effective way to resolve customers technical issue.
- Perform other duties as assigned and needed by supervisors and managers.

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