"User Services Technician I - 527126"

The User Services Technician I assists User Services team duties which include assisting customers with resolving account maintenance issues (reset password, etc.), connecting to campus wireless networks, accessing campus-based administrative systems, installing licensed software, and performing basic computer maintenance under close supervision. Provide courteous, responsive service via telephone, in person, and/or in writing using Jira ticketing system. Creates new tickets and monitors assigned agent queue for incoming service requests which includes gathering and recording required customer information and details of the issue to be resolved or escalated/reported/assigned to another IT area for resolution. Provides technical support and customer service for the OIT User Services group, which is the single point of contact for all faculty, staff, and students in need of telecommunications or IT related assistance.