Job Description

Basic Function
Responding to technical inquiries and providing expert guidance to resolve them, actively support faculty, staff, and students encountering computer-related challenges at the ITS Service Desk and Student Annex. This entails promptly addressing telephone calls and emails, as well as assisting walk-in clients with their technology concerns. Additionally, meticulously document each interaction in the Service Desk call-tracking database, ensuring comprehensive record-keeping. Whenever feasible, deliver hands-on assistance to swiftly resolve student computer issues in the Service Desk Student Annex, fostering a seamless and efficient support experience.
Essential Job Functions
Provide Tier 1 (L1) technical support to students, faculty, and staff, which includes desktop and productivity technology, computers, mobile devices, printers, phones, operating systems, software applications, audio-visual components, network connection issues, remote computing, and other technologies.
Respond to queries on the phone, via email, chat, in person, or through remote support software.
Monitor the ticketing management system, currently TOPdesk, follow up with clients as needed, and periodically update our clients on the status of open tickets. Prioritize the urgency of these requests to establish the problem’s severity.
Create and maintain documentation on procedures and answers to common questions. This documentation will include maintaining a knowledge base of resolutions to common problems.
Follow best practices to verify a client’s identity. This includes in-person interactions, phone calls, emails, and chat messages.
Assist with oversight of student employees and related responsibilities, including scheduling, training, and task delegation.
Varying shift coverage is required from time to time. This shift work could include on-call, rotating, fixed, split, weekend, and evening shifts.
Perform other duties as assigned.
Minimum Qualifications
High school diploma or equivalent.
Have a solid working knowledge of computer systems, mobile devices, printers, phones, hardware, software, and other technologies.
Tech-savvy with working knowledge of office automation products, databases, and remote control tools.
Experience or training in computing technology, operating systems (Windows and macOS), and standard application software, especially Microsoft Office, Google Workspace, and web browsers.
Preferred Qualifications
Associate-level degree in computer science or a related field.
Proven experience in Tier 1 (L1) technical or other customer support roles.
Demonstrated experience using TOPdesk or another ITSM tool.
Experience in user support and technology training.
Working knowledge of DUO or other two-factor authentication systems.
Experience with basic networking.
Working knowledge of Linux or Unix-based operating systems.
Experience with Banner applications.
Technical expertise gained in a network-intensive environment.
Customer-focused team player, conscientious and dependable, pleasant demeanor, able to remain calm, focused, and courteous with occasionally irritated callers.
Excellent communication skills, both written and oral, and interpersonal skills.
A self-starter and self-disciplined individual committed to self-education.
An openness to learning new technologies.
Possess good problem-solving, analytical, and team-working skills with the ability to diagnose and resolve rudimentary technical issues.