| Summary of Position |
The primary role of the Technology Service Desk is to serve as a single point of contact for Information Technology at Elon University. This position provides technical support to the University community with a focus on first-contact and first-level resolution. Additionally, the position is responsible for helping support and maintain smooth day-to-day operations of the Technology Service Desk.
• Provide support to incoming requests to the IT Service Desk via telephone, email, chat, and in-person to ensure courteous, timely, and effective resolution of client issues.
• Prioritize incidents and service requests according to defined processes.
• Route incidents and requests with accurate documentation to the appropriate group as needed.
• Use the IT Service Management Record, track, and document the process of supporting each incident and request.
• Research solutions through internal and external knowledgebase as needed.
• Participate in the development of student staff through training, coaching, mentoring, and issue escalation.
• Maintain a working knowledge of current and changing hardware, software, and processes provided by Information Technology to provide and improve high-quality support.
• Build and maintain positive relationships with clients and service providers to support the needs of the Elon University community.
• Always seek continual improvement through action and conversation.
• Other duties as needed or required.
|
| Education Requirements |
Two or more years of post-secondary education. Bachelor’s degree preferred in a related field.
Certifications and Licensures: Any computer-related certification is desirable. These can include but are not limited to A+, HDI, and Microsoft certifications.
|
| Special Skills or Experience |
• 2-3 years’ experience with technical troubleshooting and support in a customer service environment.
• Knowledge of computer troubleshooting including operating systems and common software.
• Experience with productivity suites such as Microsoft Office and/or Google Apps.
• Understanding of virus and malware troubleshooting.
• Strong written, oral, and interpersonal communication skills, including the ability to explain common repair issues to non-technical customers.
• Customer service attitude toward resolving technical problems.
• Ability to plan and execute troubleshooting steps with an analytical approach.
• Ability to understand and retain information quickly.
• Ability to work independently as well as a team member.
• Ability to handle conflict and negative reactions professionally and constructively.
• Ability to effectively multi-task.
|