"Service Desk Technician"

Position Summary

Reporting to the Senior Service Desk Specialist, the Service Desk Technician provides technical support via phone, email, chat or in-person consultations to University faculty, students, and staff. Incumbent must be able to comfortably operate in Windows and Apple environments, and some user knowledge of Linux/Unix shell environments. This is a service-oriented phone support call center environment; assisting or redirecting students, faculty, and staff on a wide range of issues.

Subject to business needs, we may support flexible and remote work arrangements. Options will be discussed during the interview process.

Responsibilities

• Provide accurate and rapid response to customer problems to ensure customer productivity.
• Gather, organize, and document relevant information directly from customers.
• Consistently apply excellent customer-service techniques to all interactions and work (e.g., set expectations appropriately, confirm problem is resolved, understood correctly and ensure satisfaction).
• Utilize Knowledge Management system content (knowledge bases) and personal technical background to identify and resolve IT issues.
• Work with junior members of the Service Desk, providing guidance and handling escalations.
• Monitor and oversee the work of other team members when needed.
• Escalate single-user issues when and where appropriate (e.g., service owners, Senior Service Desk Specialist, other Helpdesks) as per knowledge content and training.
• Participate in Service Desk tasks and projects when appropriate.
• Weekday, Weekend, and off-hour work may be necessary on occasion. Shift hours may vary based on work schedule.
• Perform additional duties as assigned and/or requested.

Minimum Qualifications

• Bachelor’s degree or equivalent in education and experience plus three years of experience.

Preferred Qualifications

• Strong knowledge of Windows and Apple operating systems, connectivity and email applications, network troubleshooting, web tools and problem-diagnosis skills.
• Ability to work weekday, weekend, and off-hour on occasion and according to shift schedule.
• Bachelor’s degree in computer science or related field.
• Experience troubleshooting ID/authentication issues.
• 3+ years of full-time frontline helpdesk/tech support experience.
• Some user knowledge of Linux/UNIX shell environments.
• HDI certification (Support Center Analyst, Desktop Support Technician, Customer Service Representative).
• Knowledge Centered Support Publisher Certification.
• A+, Network+ certification.
• Minimum 3 years’ Customer Service experience (in any industry).
• Minimum 3 years’ previous Service Desk or Desktop Support experience supporting internal customers.
• Minimum 3 years’ experience supporting Windows and Mac environments.

Other Requirements

• Ability to communicate clearly via the telephone, utilizing active listening skills, asking questions for clarification, and using interpersonal skills such as empathy and patience.
• Ability to identify and diagnose basic IT problems and recommend solutions; and self-motivated to use available resources to find the best solution possible.
• Ability to work in a fast paced, team based, customer service-oriented environment.
• Ability to work as part of a cohesive team and on own initiative with minimal direction.
• Highly organized individual with ability to learn quickly, prioritize, and an eye for attention to detail.
• Demonstrated ability to multitask in a high-pressure environment and focus despite frequent interruptions.
• Demonstrated ability to speak and write clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.