Salary Range: $39,000-$43,000

Essential Functions

• Provide remote Tier 1 consultative, technical, and how to support based on Knowledge Base articles and other resources to the user community; support includes escalation of incidents/service requests for IT@UC services and distributed services to subject matter experts and university support staff.
• Triage inquiries by assessing the type and severity of problem and providing basic troubleshooting prior to escalation; determine the correct categorization, prioritization, and impact of incidents.
• Liaise between faculty, staff, students, service owners, subject matter experts, and support staff.
• Utilize and review IT Knowledge Base articles to provide ongoing feedback regarding necessary updates to existing or the creation of new articles.
• Ensure incidents/service requests are handled in accordance with Service Level Agreements (SLAs) and industry specific standards.
• Provide an excellent customer service experience by displaying patience, resourcefulness, and a desire to help others.
• May provide direct and/or indirect coaching or team building to peers and/or student workers with less experience.
• Perform related duties based on departmental need. This job description can be changed at any time.

Required Education

• Associate's Degree in an IT related field.
• Two (2) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.

Required Experience

• None

Additional Qualifications Considered

• Have clear, professional and informative communication style.

Physical Requirements/Work Environment

• Hearing, listening - Continuously
• Sitting - Continuously
• Repetitive hand motion (such as typing) - Continuously
• Talking - Continuously
• Standing - Seldom
• Walking - Seldom