Posting Details
Job Specification Information
Job Posting Number
S354NE
Position Title
IT Service Desk Lead
Class Title
Staff
Regular or Contingent II
Contingent II (more than 6 mos)
Desired Start Date
FLSA
Non-Exempt
Grade/Range
$50,000 - $60,000
Open Date
02/01/2024
Close Date
Open Until Filled
Yes
Duties and Responsibilities
These are the job duties for required of the position
Education
At least three (3) years of experience in a help desk environment is required. Experience supporting a large Enterprise environment preferred.
Knowledge Skills and Abilities
This position is Title III grant-funded. Employment is subject to available funding.
Please be advised, COVID -19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University. This protocol is subject to change.
Other
Non-Union Position.
Bowie State University offers an excellent benefits package! This includes tuition remission, including eligible dependents, choice of medical/vision plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.
Posting Detail Information
Special Instructions to Applicant
Quick Link for Internal Postings
https://bowiestate.peopleadmin.com/postings/2833
Pass Message
Fail Message
Supplemental Questions
Required fields are indicated with an asterisk (*).
Required Documents
Job Specification Information
Job Posting Number
S354NE
Position Title
IT Service Desk Lead
Class Title
Staff
Regular or Contingent II
Contingent II (more than 6 mos)
Desired Start Date
FLSA
Non-Exempt
Grade/Range
$50,000 - $60,000
Open Date
02/01/2024
Close Date
Open Until Filled
Yes
Duties and Responsibilities
- Monitor, prioritize, and assign tickets to team members to achieve the most efficient outcome.
- Reviews and manages the ticketing process to ensure agents follow ticket and troubleshooting standards.
- Document resolution activities, including tasks such as end-user communications, interactions with end-users, and ticket closure.
- Assist the team in achieving SLAs through proper ticket interactions and problem prioritization.
- Provide support to the service desk team and customers.
- Support operations using ITIL best practices.
- Participate in team meetings.
- Create support documentation, contribute to knowledgebase articles, and support continual process improvement.
- Act as the service desk team’s first line of support for technical and process issues out of scope for Tier I agents.
- Trains and educates the technical support staff on products and processes.
- Promote and maintain positive customer relations.
- Review and assess team and individual performance and provides recommendations and feedback for improvement.
- Provides onboarding support for new hires and routine team training.
- Reports possible outages to management.
- Provide feedback to streamline Standard Operation procedures.
- Support in-office walk-ups and remote assistance while providing quality customer service.
- Other duties as assigned.
These are the job duties for required of the position
Education
- High School Diploma or GED required.
- Associate’s degree in an IT-related field preferred.
- A+, HDI, ITIL certifications preferred.
At least three (3) years of experience in a help desk environment is required. Experience supporting a large Enterprise environment preferred.
Knowledge Skills and Abilities
- Committed to continual improvement processes and capturing lessons learned.
- Ability to foster a culture that values transparency and accountability.
- Excellent communicator and can motivate and inspire team members.
- Computer literacy in various applications, including Office 365, Teams, Zoom, Blackboard, etc.
- Ability to identify, troubleshoot, and resolve hardware and software problems.
- Ability to adapt and prioritize work independently in a dynamic environment.
- Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.
- Should be able to identify symptoms for process improvement.
- Ability to work independently with minimal guidance and supervision.
This position is Title III grant-funded. Employment is subject to available funding.
Please be advised, COVID -19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University. This protocol is subject to change.
Other
Non-Union Position.
Bowie State University offers an excellent benefits package! This includes tuition remission, including eligible dependents, choice of medical/vision plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.
Posting Detail Information
Special Instructions to Applicant
Quick Link for Internal Postings
https://bowiestate.peopleadmin.com/postings/2833
Pass Message
Fail Message
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * Do you have a high school diploma or GED?
- Yes
- No
- * Do you have a minimum of two (2) years of experience in
information security or a related field?
- Yes
- No
- * Do you have A+, Net+ or ITIL v3 Foundations certifications?
- Yes
- No
Required Documents
- Resume
- Cover Letter/Letter of Application
- Letter of Reference 1
- Letter of Reference 2
- Letter of Reference 3
