Must be authorized to work in the United States on a full-time basis for any employer.
Responsible for assisting and guiding over 70,000 university faculty, staff, students, and affiliates with general questions and problems regarding software, hardware, networking, central IT services, and the university information technology infrastructure.
Act as a first point of contact for university faculty and staff to assess problems, determine root causes, and provide advice for remediation or referral to the next support tier. Provide second tier support for supported services by responding directly to tickets, offering technical guidance to team members, and training with assigned experts. Project work and other duties as assigned.
Demonstrated professionalism interacting with faculty, staff, and students of varying technical proficiency. Demonstrated experience explaining computer and software operations to technical and non-technical customers. Able to work as part of a team as well as take initiative and work independently. Able to develop new technical skills as technology evolves. Demonstrated enthusiasm for customer service, engagement, and advocacy. Extensive knowledge of operating systems, software, hardware, networking, and troubleshooting. Demonstrated excellence communicating in person, over the phone, and in writing. Prior experience providing information technology support. Prior experience working in a call center environment. Equivalent combination of relevant education and experience may be substituted as appropriate.
Bachelor's degree or higher. Two or more years of experience providing help desk support in a higher education environment. Two or more years of experience working in a high volume call center. Demonstrated passion for sharing information and new technology with others and documenting work. Demonstrated excellence in customer service, problem solving, and collaboration. Demonstrated analytical skills and the ability to identity, define, interpret, and resolve both technical and user issues. Ability to view tasks within the context of the academic mission of the university. Certification as a HDI Customer Support Representative, HDI Support Center Analyst, Microsoft Certified Technology Specialist, Microsoft Certified IT Professional, or Apple Certified Support Professional.
May work around standard office conditions Repetitive use of a keyboard at a workstation Use of manual dexterity Usual office environment, computer lab, and utility rooms. May require occasional extended work hours.