IT Service Desk Technician

Summary

Barry University, Department of Information Technology is currently seeking an IT Service Desk Technician. The IT Support Desk Technician acts as the primary point of contact for the day-to-day technical help desk process management on notifications, escalations and issues within the Department of Information Technology.  Duties include providing technical support for users in need of computing support; providing documentation in support of continually changing computing needs; and providing support for connecting student-computing devices to BarryNet. This position also coaches and mentors junior employees (work-study students and part-time employees) by providing guidance and resolution on critical issues that may impact established service levels.

Essential Functions

Provide technical IT Support to the University.

• Handle inquiries placed to the IT Support Desk and document each inquiry using the tracking system in place.

• Provide answers for questions on applications used on campus.

• Focus on incident management by diagnosing hardware and network problems to a level that the caller is able to make changes necessary to resolve their problem. Beyond this level, the request will be escalated to the next level of service with the Department of Information Technology.

Provide support for connecting student-computing devices to BarryNet.

• Configure smartphones to connect to the wireless and university provided e-mail

• Troubleshoot and resolve issues with PC’s and Mac’s not connecting BarryNet

• Provide assistance to students with removing viruses and spyware

Create, update and review instructional computing material for individuals to take advantage of self-help solutions.

• Create documentation for users on campus

• Create tutorials that provided step by step instructions

Performs other job related duties as assigned or required.

Qualifications/Requirements

• Associate’s Degree or vocational or technical school degree in Computer science, business administration or information required. Bachelor’s degree in Computer science, business administration or information technology preferred. ITIL Foundations v3 certification preferred.

• 1-3 years of related experience required.

• Must be able to analyze situations and information and formulate a plan of action.

• Must be able to manage the processes associated with project management. 

• Must be able to multi-task, work independently and prioritize tasks and projects.

• Must have overall knowledge of information technology and its impact in all facets of the university’s operation.

• Must have excellent written and oral communication skills.

Benefits: Barry University offers a comprehensive benefits package to full-time employees that includes health, dental, vision, life insurance, retirement, tuition assistance, paid time off and work/life balance initiatives such as wellness programs, spirituality in the workplace, and training and development.

Barry University is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.