Service Desk Specialist

Reporting to the Associate Director of Information Technology, the Service Desk Specialist supports faculty and staff in engaging with a multi-platform technical environment. She or he will have the analytic skills to identify, research and resolve technical problems with set Service-Level Agreement (SLA).  In addition to the day-to-day technical work, actively participate in improving the services offered by the Information Systems team. This will include but is not limited to: assisting with new technology investigations, writing and updating service documentation, proposing and implementing process improvements, and updating IT portal with FAQs and best practices.

Major Functions and Responsibilities

The Service Desk Specialist will:

1. Serve as the first point of contact for all level I & II support related issues and requests.

2. Provide support to faculty, staff, and student users on a variety of issues. Identify, research, and resolve technical problems with set SLA’s.

3. Respond to Zendesk tickets, helpdesk telephone calls, email and faculty and staff requests for technical support in a timely manner meeting SLA agreements.

4. Create detailed documentation in order to track and monitor any problem/issue to ensure a timely resolution and easy hand-off.  Seek out appropriate and timely support from team members in cases in which additional help may be needed.

5. Provide detailed reports on all relevant events and problems, as well as their outcomes and resolutions.

6. Maintain an inventory of all devices on both campuses.

7. Perform remote troubleshooting through diagnostic techniques.

8. Troubleshoot/install and configure computer hardware such as, but not limited to: desktops, laptops, tablets, mobile phones, printers, phones, A/V equipment along with interactive display/projection assistance.

9. Follow best practices in order to maintain high standards of Technology practices.

10. Employ strong communication and interpersonal skills to aid faculty and staff with issues pertaining to hardware, software, systems and procedures.

11. Engage with technical and non-technical co-workers to research problems and find solutions.

12. Collaborate effectively with service providers and/or vendors to achieve consistent and reliable network connectivity, equipment functionality, and software operations.

13. Complete assigned tasks and assigned projects efficiently within agreed upon SLA or project timelines.

14. Work as a member of the IT Systems team to advance departmental goals and tasks

15. Perform Other Duties As Assigned

Qualifications

• Degree in Computer Science or related Information Technology degree preferred.

• 2-3 years working experience in an IT Help Desk Environment, preferably in an academic environment.

• Experience using and administering the JAMF Casper Suite.

• A+ certifications and Network+ certification preferred.

• Experience with hardware, maintenance, upgrading and troubleshooting using (PC, Apple and iOS devices).

• Experience with Google Apps suit and as well as Microsoft Office.

• The ideal candidate will have the technical and people skills necessary to support the school staff and students in a multi-platform environment.

• This candidate must also already be or be willing to become a Google Educator Level 1 and JAMF certified.