Associate IT Service Desk Specialist

Duties & Responsibilities

• The incumbent answers telephone, email, chat and in-person inquiries, incidents, and service requests from external and internal sources to provide general, technical and/or procedural support to faculty, staff, and student clients as well as the community for services provided by Technology Services and general computing needs: receive and track, analyze and interpret, research and troubleshoot, process/resolve and/or escalate requests, incidents and inquiries that fall outside of documented processes.
• Document actions using Technology Services ticketing system and/or Technology Services service management system as well as other internal tools and escalate unanswerable requests/inquiries/incidents along with appropriate documentation.
• Provide service information regarding feature/functionality, training opportunities and self-help information and documentation to campus users.
• Train and document performance of junior staff and student workers in order to maintain proper levels of customer service and support. Act as point of escalation for junior staff.
• Perform other duties as assigned including:
• Create support document for use within Technology Services.
• Follow and propose alternatives to existing incident management.
• Direct customers to existing documentation and advise management of any noticed customer needs or problems affecting services provided by Technology Services as well as suggest alternatives.
• Serve on cross department functional team.
• Serve on special projects.
• Provide technical leadership.
• Obtain basic training and certifications.
• Participate in seminars, classes and staff meetings.