Contact Us
Phone: 610-526-5261

Human Resources
101 N. Merion Ave.
Bryn Mawr College
Bryn Mawr, PA 19010-2899

Mapping Address:
140 Morris Ave.
Bryn Mawr, PA 19010-2899

Fax: 610-526-7478
(Recruitment, General)
Fax: 610-526-7850
(Director, Benefits, HRIS)

POSITION TITILE:    Help Desk Associate (12- 24-Month Appointment)

SUMMARY:                 Provide first and second level support to community members with information technology related questions in person, electronically, and by telephone. Provide second level support to Help Desk Student Technicians.

RESPONSIBILITIES:

  • Respond to faculty, student, and staff technology-related queries via telephone, email, remote access, and in-person.
  • Stay abreast of technological trends related to the College environment.
  • Use a ticketing system to capture, track, route, and document problems in an efficient and timely manner from initial report to resolution.
  • Work closely with Support Services colleagues to track, research, document, and resolve problems and to assist in developing appropriate policies.
  • Recommend individual and community wide educational needs.
  • Assist in providing training and technical support to Help Desk Student Technicians.
  • Assist in providing individual computer services, including general troubleshooting, virus inspection, and hardware installs, for community members’ personal computers.
  • Assist in writing and maintaining documentation.
  • Troubleshoot and resolve hardware, software and network connectivity problems.
  • Provide education for campus technology, including mail, networking, and file sharing.
  • Maintain current technical expertise in the College’s suite of supported software and hardware.
  • May visit offices to provide point-of-service assistance when necessary.
  • Coordinate with Help Desk professional staff to provide professional staff Help Desk coverage from 8am – 6pm, Monday – Friday.
  • Performs other related duties as assigned.

SKILLS AND ABILITIES:

  • Ability to communicate and interact successfully with a diverse community.
  • Strong professional demeanor.
  • Strong organizational and record keeping skills.
  • Curiosity and strong problem solving skills.
  • Excellent oral and written communication skills, especially in teaching and customer service.
  • Ability to develop and maintain relations with colleagues and community members.
  • Ability to work both independently and as a team member.
  • Vision sufficient to interact with and diagnose technical devices.
  • Dexterity sufficient to interact with technical equipment.
  • Excellent hearing and speaking skills.
  • Ability to regularly lift 30-40 lbs and circulate among campus buildings.
  • Ability to speak, primarily on the phone, for significant periods of time.

MINIMUM EDUCATION AND EXPERIENCE:

Bachelor's degree or equivalent experience and some experience in a help desk or other technical support role preferably within a college or university setting.