"IT Service Desk Associate"

IT Service Desk Associate

Job ID: 292815

Location: Kennesaw, Georgia

Full/Part Time: Full Time

Regular/Temporary: Regular

Job Summary

Responds to telephone, email, chat, and in-person technical support requests. Accurately diagnoses and resolves advanced computer, application, system, access, and performance issues. Utilizes ITSM knowledge base and other online resources to research, troubleshoot, and deliver solutions. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents all work performed using ITSM system. Escalates problems to appropriate levels or teams to achieve issue resolution. Trains and mentors less experienced team members. May support campus hardware and/or software installation and upgrade initiatives. Fulfills all service level standards for response time and quality.

Responsibilities

KEY RESPONSIBILITIES:

1. Responds professionally to all customer inquiries in a timely manner using all relevant modes - telephone, email, ITSM ticket system, chat, video, or in-person
2. Attempts to resolve user issues on first contact using ITSM knowledge base, remote assistance tools, online resources, team collaboration and comprehensive troubleshooting
3. Thoroughly documents troubleshooting steps, collects required information, and properly categorizes all customer inquiries in the ITSM ticket system following established procedures
4. Navigates and resolves a broad range of undocumented/complex issues using experience and
5. Performs advanced troubleshooting, documents all work performed and collects appropriate data to resolve technical issues prior to resolution or escalation research to find solutions
6. Addresses user problems utilizing experience and research to find potential solutions
7. Routinely addresses advanced technical issues and escalates as appropriate
8. Communicates with customers in a timely manner and verifies that issues are satisfactorily resolved
9. Systematically interprets user problems and identifies solutions and possible side effects
10. Creates and maintains support documentation in the ITSM knowledge base
11. Assists customers at the Walk-Up Support Window with IT equipment checkout or with questions about campus hardware or software
12. Assists with providing timely campus communications regarding the operational status of systems and services
13. Mentors, trains, and handles escalations from other service desk and/or student staff
14. May direct student employees or step in for managers as needed
15. Ensures that solutions follow UITS and KSU policies and best practices

Required Qualifications

Educational Requirements
High school diploma or equivalent

Required Experience
Two (2) years of technical support experience, customer service experience or a combination of the two.

Preferred Qualifications

Preferred Educational Qualifications
An undergraduate or advanced degree from an accredited institution of higher education in a related field

Proposed Salary

The pay range is $17.42 - $21.35 per hour. Offers are based on relevant experience. Comprehensive benefits to include Medical, Dental, Vision, 13 paid holidays, vacation, generous retirement plans, tuition waiver, wellness options, and much more! Visit hr.kennesaw.edu/benefits

Knowledge, Skills, & Abilities

ABILITIES
Proficient ability to install, configure, troubleshoot, and support common desktop applications
Comfortable providing remote support using all available means, such as telephone, chat, video, in-person, and remote-assistance tools
Able to handle multiple tasks or projects at one time meeting assigned deadlines
Able to coach and mentor other staff and/or students

SKILLS
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Self-motivated, team player, efficient and dynamic problem solver in a fast-paced high-volume environment
Excellent customer service skills with ability to de-escalate customer issues
Intermediate level of proficiency with computer applications and programs associated with the position such as Windows, Mac, mobile operating systems, Microsoft Office, and Adobe Creative Cloud
Strong attention to detail and follow up skills
Strong courteous and professional phone and e-mail etiquette