Must be authorized to work in the United States on a full-time basis for any employer. Using the resources available to you, answer the following challenge in your Letter of Interest. Professor Gil Walker has e-mailed you because he can't log in with his UT EID and EID password. The evidence suggests he has forgotten his password. Reply with instructions helping Professor Walker solve his issue.
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. Offer technical guidance to part-time student and/or hourly employees and other team members. Act as a liaison to higher tier support partners to improve Help Desk support for associated services, provide expert-level support on said services, and create a mutually-beneficial feedback loop between the Help Desk and support partners.
Other related functions as assigned.
One year of experience providing information technology support to at least 1,000 customers of varying degrees of technical proficiency. One year of experience in a role supporting faculty, staff, and students in a higher education environment. One year of experience working in a high volume call center. Extensive knowledge of operating systems, software, hardware, networking, and troubleshooting. Demonstrated excellence in customer service, problem solving, and collaboration. Demonstrated analytical skills and the ability to identify, define, interpret, and resolve both technical and user issues. Demonstrated ability to work as part of a team as well as take initiative to work independently. Demonstrated ability to develop new technical skills as technology evolves. Demonstrated excellence communicating in person, over the phone, and in writing. Demonstrated passion for sharing information and new technology with others and documenting work. Ability to view tasks within the context of the academic mission of the university. Equivalent combination of relevant education and experience may be substituted as appropriate.
Bachelor's degree or higher. Two or more years of experience providing information technology support in a call center environment in the higher education industry. Certification as a HDI Customer Support Representative, HDI Support Center Analyst, Microsoft Certified Technology Support 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 Climbing of stairs Lifting and moving May require occasional extended work hours.