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.

Minimum Qualifications

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.

Experience

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.

Conditions of Employment

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 (*).

1. * Do you have a high school diploma or GED?
   • Yes
   • No
2. * Do you have a minimum of two (2) years of experience in information security or a related field?
   • Yes
   • No
3. * Do you have A+, Net+ or ITIL v3 Foundations certifications?
   • Yes
   • No

Applicant Documents
Required Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents

1. Letter of Reference 1
2. Letter of Reference 2
3. Letter of Reference 3