Must be authorized to work in the United States on a full-time basis for any employer.
Responsible for assisting university employees, students, and faculty with a wide variety of questions and problems regarding software, hardware, desktop, network, and systems supported by a school, college, or VP unit.
Address tier ii level questions about Canvas, Blackboard, Adobe Connect, and SharePoint. Track incidents using incident management tracking system and record and monitor status of customer requests. Manage, mentor, and coach a team of part-time student workers. Collaborate with support partners, service owners, and system administers to help achieve good support for the customer. Give advice to the help desk on services you support. Represent the ITS Help Desk on customer steering committees and project support team.
Other related functions as assigned.
Exhibit considerable knowledge of networking, desktop, mainframe computers, software, and hardware related equipment. Be proficient in customer service and provide professional communication to all levels of faculty, staff, and students. Skilled and passionate about resolving technical issues related to Learning Management System (LMS), Web Conferencing, and SharePoint. Able to collaborate effectively with audiences of varying levels of technical and academic related knowledge. Skilled in leading a team at the help desk to ensure agreed targets are met and relevant results are achieved. Must be a team player and be able take the initiative to work independently. Equivalent combination of relevant education and experience may be substituted as appropriate.
Bachelor's degree or higher. Three or more years of experience supporting customers with technology. Two or more years providing tier 2 support for Learning Management System (LMS), Web Conferencing products, and SharePoint. Team lead experience preferred.
May work around standard office conditions May work around electrical and mechanical hazards Repetitive use of a keyboard at a workstation Use of manual dexterity