• Associate Help Desk Technician

    Location BB-Bridgetown
    Job ID
    2018-104555
    Institution
    Ross University School of Medicine
    Department
    Information Technology
    Employment Type
    Regular Full-Time
    FLSA Status
    No FLSA Required (Ross Islands Only)
  • Opportunity at a Glance

    Ross University School of Medicine is slated to permanently relocate our Medical Sciences campus to Bridgetown, Barbados in January 2019.  We are currently seeking an Associate Help Desk Technician to add to our new team in Bridgetown!

     

    Ross University School of Medicine is a member of Adtalem Global Education (NYSE: ATGE), a global education provider headquartered in the United States. The organization's purpose is to empower students to achieve their goals, find success and make inspiring contributions to our global community. Founded in 1978, Ross is committed to educating a diverse group of skilled physicians to serve as leaders in the U.S. healthcare system. With more than 16,000 alumni, Ross is an important contributor to healthcare in North America. Students complete their foundational studies in Barbados, West Indies, before completing their clinical training in one of Ross’s affiliated teaching hospitals throughout the United States.

     

    The primary purpose of the Associate Help Desk Technican will be to handle password reset requests from colleagues and students. 

    Responsibilities

    • Assist students and colleagues with their password reset requests and troubleshoot any password reset technical issues they may have.
    • Escalate requests/issues that they cannot resolve to Help Desk Level I Analysts.
    • Incoming requests will be handled via phone, self-service ServiceNow tickets, walk-ins and chat.
    • Document solutions to usses resolved.
    • Create tutorials for issue resolved, new procedures and technologies.
    • Capture via ServiceNow, any incidents or issues that may occur during your shift, ask relevant questions to properly categorize incidents or service requests.
    • Monitor the Help Desk ticket queue and helpdesk phones, reassign tickets to the appropriate team or Help Desk Analyst.
    • Provide support to ensure campus printers are maintained, serviced, replenished with toner and paper.
    • Provide Tier I support for printer related issues.
    • Completes other duties as assigned.

     

     

    Qualifications

    • High School Diploma or GED required.
    • Must have six to twelve months of customer service experience with customer and relationship management skills.
    • Logically understand and troubleshoot minor technical issues.
    • Knowledge of Microsoft Windows Outlook and Office Suite.
    • Real-time ticket entry and professional documentation skills.
    • Good organizational and communication skills.
    • Respond to phone and email support requests, as well as user generated tickets.

    We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.

    Who We Are

    Ross University School of Medicine is a member of Adtalem Global Education (NYSE: ATGE), a global education provider headquartered in the United States. The organization's purpose is to empower students to achieve their goals, find success and make inspiring contributions to our global community. Founded in 1978, Ross is committed to educating a diverse group of skilled physicians to serve as leaders in the U.S. healthcare system. With more than 12,000 alumni, Ross is an important contributor to healthcare in North America. Students complete their foundational studies in Bridgetown, Barbados before completing their clinical training in one of Ross’s affiliated teaching hospitals throughout the United States.

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