Job Details
IT Service Desk Associate
Job ID: 300885
Location: Kennesaw, Georgia
Full/Part Time: Full Time
Regular/Temporary: Regular
About Us
Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. ... Come Take Flight at KSU!
Location
(Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144. Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.
Job Summary
Responds to telephone, email, chat, and in-person technical support requests. ... Fulfills all service level standards for response time and quality.
Responsibilities
KEY RESPONSIBILITIES:
- Responds professionally to all customer inquiries in a timely manner using all relevant modes - telephone, email, ITSM ticket system, chat, video, or in-person
- Attempts to resolve user issues on first contact using ITSM knowledge base, remote assistance tools, online resources, team collaboration and comprehensive troubleshooting
- Thoroughly documents troubleshooting steps, collects required information, and properly categorizes all customer inquiries in the ITSM ticket system following established procedures
- Navigates and resolves a broad range of undocumented/complex issues using experience and research to find solutions
- Performs advanced troubleshooting, documents all work performed and collects appropriate data to resolve technical issues prior to resolution or escalation
- Addresses user problems utilizing experience and research to find potential solutions
- Routinely addresses advanced technical issues and escalates as appropriate
- Communicates with customers in a timely manner and verifies that issues are satisfactorily resolved
- Systematically interprets user problems and identifies solutions and possible side effects
- Creates and maintains support documentation in the ITSM knowledge base
- Assists customers at the Walk-Up Support Window with IT equipment checkout or with questions about campus hardware or software
- Assists with providing timely campus communications regarding the operational status of systems and services
- Mentors, trains, and handles escalations from other service desk and/or student staff
- May direct student employees or step in for managers as needed
- 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 budgeted range is $17.42 to 21.46 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.
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