IT Service Desk Associate

IT Service Desk Associate

Job : 300885
Location: Kennesaw, Georgia
Full/Part Time: Full Time
Regular/Temporary: Regular

Responds to telephone, e‑mail, 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.

• Respond professionally to all customer inquiries in a timely manner using all relevant modes – telephone, e‑mail, ITSM ticket system, chat, video, or in‑person.
• Attempt to resolve user issues on first contact using ITSM knowledge base, remote assistance tools, online resources, team collaboration and comprehensive troubleshooting.
• Thoroughly document troubleshooting steps, collect required information, and properly categorize all customer inquiries in the ITSM ticket system following established procedures.
• Navigate and resolve a broad range of undocumented/complex issues using experience and research to find solutions.
• Perform advanced troubleshooting, document all work performed and collect appropriate data to resolve technical issues prior to resolution or escalation.
• Address user problems utilizing experience and research to find potential solutions.
• Routinely address advanced technical issues and escalates as appropriate.
• Communicate with customers in a timely manner and verify that issues are satisfactorily resolved.
• Systematically interpret user problems and identify solutions and possible side effects.
• Create and maintain support documentation in the ITSM knowledge base.
• Assist customers at the Walk‑Up Support Window with IT equipment checkout or with questions about campus hardware or software.
• Assist with providing timely campus communications regarding the operational status of systems and services.
• Mentor, train, and handle escalations from other service desk and/or student staff.
• May direct student employees or step in for managers as needed.
• Ensure 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.

• Proficient ability to install, configure, troubleshoot, and support common desktop applications.
• Comfortable providing remote support using all available means, such as telephone, chat, video, in‑person, and remote‑assistance tools.
• Able to handle multiple tasks or projects at one time meeting assigned deadlines.
• Able to coach and mentor other staff and/or students.
• Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, and communication skills.
• Self‑motivated, team player, efficient and dynamic problem solver in a fast‑paced high‑volume environment.
• Excellent customer service skills with ability to de‑escalate customer issues.
• Intermediate level of proficiency with computer applications and programs such as Windows, Mac, mobile operating systems, Microsoft Office, and Adobe Creative Cloud.
• Strong attention to detail and follow‑up skills.
• Strong courteous and professional phone and e‑mail etiquette.

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards.

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex, sexual orientation, gender identity, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status.

• Standard Enhanced