Must be authorized to work in the United States on a full-time basis for any employer.
To avidly serve as first point of contact to a university community consisting of 70,000 with a wide variety of questions and problems regarding software, hardware, desktop, network, and systems. To sustain ITS mission of establishing trust with customers through professionalism, open dialogue, and excellent service.
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 and departmental IT units 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.
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 services, 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. Equivalent combination of relevant education and experience may be substituted as appropriate.
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 May require occasional extended work hours.