Service Desk Support Tech I

Provides first- and second-level troubleshooting and support for a variety of services, including but not limited to, desktop applications, printers and scanners, networking, hardware and operating systems. Understands and supports University-supported applications. May participate in on-call rotation as needed.

Responsibilities

Provides first- and second-level troubleshooting and support for a variety of services, including but not limited to, desktop applications, printers and scanners, networking, hardware and operating systems; Understands and supports University-supported applications; May participate in on-call rotation as needed; Provides troubleshooting and resolution for technical issues related to computing hardware, operating systems, application software, email, networking, printers and scanners, backup utilities, antivirus, whole disk encryption and remote access; Provides first- and second-level technical response to customer requests, maintenance and urgent and emergency technical problems associated with computer systems, both at on-site and off-site locations; Utilizes automated processes to reduce waste or inefficiencies in operations; Consults with customers to understand their needs, providing excellent customer service in all interactions; Acts as an on-call resource for the Service Desk; Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities; Other duties as assigned

Requirements

High School diploma or equivalent and 1 year of customer service or other relevant experience; Or equivalent combination of education and experience; Ability to travel between work sites; Flexibility to work shifts necessary to accommodate 24/7 coverage, which may include nights, weekends and holidays; Exceptional customer service skills; Strong communication skills; Excellent problem-solving skills; PC and Windows knowledge, particularly Microsoft Office suite

Nice to have

Previous Service Desk or Call Center Experience; Experience working with eRecord; Basic understanding of LAN/WAN technologies; CompTIA A+ Certification upon hire