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Under the direction of the IT Service Desk Manager, the IT Service Desk candidate will provide remote technical assistance to students, faculty, and staff covering topics including but not limited to; account access issues (ie password resets, DUO, bitlocker), email (Outlook/Exchange), learning management systems (Canvas), storage platforms (OneDrive, G Suite), Office 365; support of general hardware and software, printers, projectors, document cameras, scanners, and related IT equipment. Incoming requests will come in through phone queue (primary) and ServiceNow platform (secondary).
Candidates can expect high phone traffic volume during peak hours of the day and semester and will be expected to stay active in the phone queue throughout their shift. Candidates will also be expected to route non IT related calls to the appropriate responsible departments outside IT. All activities should be conducted with an appreciation and respect for diversity of people, styles, and views.
Professionally answer inbound calls and respond to customer inquiries in a timely manner, resolving as many IT related issues as possible, escalating those unable to resolve, and routing non-IT calls to responsible department.
Expectation is to stay active in the call queue at all times unless otherwise directed by your supervisor.
Create and update technical documentation in the Knowledge Base for both internal and external consumption.
Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional demeanor at all times.
Process ServiceNow incidents and requests as directed, to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA) and that the communication documented within is complete and respectful.
Responsible for actively reaching out to supervisor for questions or escalation.
Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer service skills of department.
This is not to be construed as an exhaustive list. Other duties logically associated with this position may be assigned. All responsibilities will be conducted within the parameters of the Family Educational Rights and Privacy Act (FERPA), other applicable regulatory requirements, and professional standards.
SUPERVISION RECEIVED: IT Service Desk Manager
SUPERVISION GIVEN: None
High School diploma or equivalent required.
Must be proficient with current hardware and software technology
Must have a reliable, high speed home Internet connection
Must possess good customer service and organizational skills, able to provide quality customer service in verbal or written form
Must be able to maintain professional relationships with peers and superiors
Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
Must be dependable and show initiative in all activities
Ability to stay calm in stressful situations, and able to handle multiple competing priorities
Ability to create and maintain documentation
Must be willing to seek and undertake additional training and/or earn industry standard certifications as needed
Must be willing to work nights and weekends as needed, must be willing to travel as necessary
Must demonstrate ability to promote an inclusive environment that reflects the broad diversity and backgrounds represented by our students and employees and which every individual feels respected and valued.
Associate Degree. May substitute equivalent experience and or certifications for the degree.
Experience in a higher education environment.
Advertised: 07 Jun 2022 US Eastern Daylight Time