Asst Service Desk Technician

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary:
  Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard
  
  Work Schedule:
• Building:
• Salary Range: $66,300 - $70,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Position Summary

Reporting to the Senior Service Desk Specialist; the Assistant Service Desk Technician serves as a central point of contact for all CUIMCIT questions, problems or request of any supported service, application utility or system. This role provides accurate problem analysis, including business impact, and facilitates implementation of timely solutions. Responsibilities include technical support via phone, email, chat or in-person consultations to university faculty, students, alumni, affiliates, and staff.

Subject to business needs, we may support flexible and remote work arrangements. Options will be discussed during the interview process.

Responsibilities

• Provide accurate and rapid response to customer problems of a basic nature to ensure customer productivity.
• Maintain ownership of all issues until an appropriate resolution is reached. Gather, organize, and document relevant information regarding issues reported from customers.
• Research, resolve, and respond to basic questions received via telephone calls, e-mail, chat, in-person, and callbacks in a timely manner, in accordance with current standards.
• Acquire and maintain knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
• Contribute solutions and utilize Knowledge Management system in accordance with current standards.
• Participate in basic team projects that enhance the quality or efficiency of the Service Desk:
  Attend training sessions and team meetings, develop basic business and technical writing skills, and act as a resource as needed during critical system outages.
• Consistently applies excellent customer-service techniques to all interactions (phone call, email, chat, or walk-in) and work e.g., set expectations appropriately, confirm a problem is resolved or understood correctly and ensure satisfaction.

• Escalate single-user issues when and where appropriate (e.g., service owners, senior service desk support, other service desks) as per knowledge content and training.
• Weekend and off-hour work may be necessary. Shift hours may vary based on work schedule.
• Perform additional duties as assigned and/or requested.

Minimum Qualifications

• Bachelor's degree or equivalent in education and experience.
• Minimum 0-2 years' related experience.
• Phone skills, including familiarity with complex or multi-line phone systems.
• Frontline technical support experience in Windows and Apple environments.
• Knowledge of connectivity and email applications, network troubleshooting and web tools.
• Networking:
  Basic knowledge of: TCP/IP, 10/100 Base-T, hubs, switches and routers, VPN, Wi-Fi.
• Core Hardware:
  Basic knowledge of:
  Wireless devices, printers, servers, desktops, laptops.
• Weekend and off-hour work may be necessary. Shift hours may vary based on work schedule.

Preferred Qualifications

• Bachelor's degree in computer science or related field or equivalent in experience.
• Experience troubleshooting /authentication issues.
• 2+ years of full-time frontline helpdesk/tech support experience.
• Knowledge of ticketing systems.
• Some user knowledge of UNIX shell environments.
• HDI certification (Support Center Analyst, Desktop Support Technician, Customer Service Representative).
• Knowledge Centered Support Publisher Certification.
• A+, Network+ certification.
• Minimum 2 years' customer service experience (in any industry).
• Minimum 2 years' previous Service Desk or Desktop Support experience supporting internal customers.
• Minimum 2 years' experience supporting Windows and Mac environments.

Other Requirements

• Ability to communicate clearly via the telephone, utilizing active listening skills,…