IT Service Support Agent

Position Title: IT Service Support Agent

Department: 6710|Computing Support Services

Responsibilities:

University Computing Support Services (UCSS) provides technological assistance and services within the scope of the university''s academic mission. The main services include the IT Service Desk, general access computer labs, and the operation of computer systems providing core services to university constituents.

Position:

The Service Desk is a busy, fast-paced environment and is the University constituents'' primary point of contact for all IT issues. Given the importance of technology in the modern workplace, UCSS employees, and Service Desk employees in particular, can make a significant impact on users'' productivity. As such it is a vitally important UCSS service. The IT Service Support Agent will report to the IT Service Desk Manager and provide first level IT support to UL Lafayette constituents.

Essential Responsibilities

• Provide first-level support by triaging customer inquiries, resolving issues according to Service Desk procedures and SLAs, and escalating complex problems as outlined in the Catalog of Services.
• Continuously review and update knowledge of Service Desk documentation and industry best practices from relevant sources.
• Support the Student Coordinator in training student workers and creating training materials.
• Collaborate with other Service Desk members to ensure accurate and current documentation on the website, ITSM system, and other information platforms.
• Complete other assigned tasks as directed by the supervisor.

Qualifications:

Required Qualifications:

• Bachelor's Degree
• OR an Associate's degree plus 2 years' experience in an Information Technology field will substitute for the Bachelor's degree
• OR 4 or more years of relevant experience in an Information Technology field will substitute for the degree requirements.

Skills, Abilities, Etc.:

• Proficient operating systems (e.g., Windows, macOS), and general IT standards.
• Ability to prioritize tasks and perform effectively under pressure.
• Strong research skills for evaluating IT products and solutions.
• Excellent written and verbal communication, and interpersonal skills.
• Comprehensive knowledge of PC and desktop hardware.
• Demonstrated expertise in hardware troubleshooting and repair.
• Proven ability to analyze and resolve technical problems.
• Strong customer service orientation with a focus on effective issue resolution.

Job Ad# (req4534)