IT Service Desk Associate

About Us

Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Do you want to cultivate an inclusive environment that encourages free expression and civil discourse? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia.

We offer more than 190 undergraduate, graduate, and doctoral degrees to empower our 47,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high‑impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice.

We are part of the University System of Georgia and are searching for talented people to join us in our vision. Come Take Flight at KSU!

Job

Location:

Kennesaw, Georgia
Full/Part Time:
Full Time
Regular/Temporary:
Regular

Responds to telephone, email, chat, and in‑person technical support requests. Accurately diagnoses and resolves advanced computer, application, system, access, and performance issues. Utilizes ITSM knowledge base and other online resources to research, troubleshoot, and deliver solutions. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents all work performed using ITSM system.

Escalates problems to appropriate levels or teams to achieve issue resolution. Trains and mentors less experienced team members. May support campus hardware and/or software installation and upgrade initiatives. Fulfills all service level standards for response time and quality.

• Responds professionally to all customer inquiries in a timely manner using all relevant modes – telephone, email, ITSM ticket system, chat, video, or in‑person.
• Attempts to resolve user issues on first contact using ITSM knowledge base, remote assistance tools, online resources, team collaboration and comprehensive troubleshooting.
• Thoroughly documents troubleshooting steps, collects required information, and properly categorizes all customer inquiries in the ITSM ticket system following established procedures.
• Navigates and resolves a broad range of undocumented/complex issues using experience and research for solutions.
• Performs advanced troubleshooting, documents all work performed and collects appropriate data to resolve technical issues before resolution or escalation.
• Addresses user problems utilizing experience and research to find potential solutions.
• Routinely addresses advanced technical issues and escalates as appropriate.
• Communicates with customers in a timely manner and verifies that issues are satisfactorily resolved.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Creates and maintains support documentation in the ITSM knowledge base.
• Assists customers at the Walk‑Up Support Window with IT equipment checkout or with questions about campus hardware or software.
• Assists with providing timely campus communications regarding the operational status of systems and services.
• Mentors, trains, and handles escalations from other service desk and/or student staff.
• May direct student employees or step in for managers as needed.
• Ensures that solutions follow UITS and KSU policies and best practices.

• High school diploma or equivalent.
• Two (2) years of technical support experience, customer service experience or a combination of the two.

• An undergraduate or advanced degree from an accredited institution of higher education in a related field.

The budgeted pay range is $17.42/hr – $21.00/hr offers are based on relevant experience. Comprehensive benefits include medical, dental, vision, 13 paid holidays, vacation, generous retirement plans, tuition…