NTID Service Desk Representative II

Location: City of Rochester

Essential Duties & Responsibilities Serves as the first point of contact for customer support, providing assistance via phone, chat, tickets, and in-person interactions

Documents and logs all customer interactions in the ticketing system, ensuring accurate records and leveraging knowledge management resources for efficient issue resolution

Resolves customer inquiries by troubleshooting problems, coordinating with internal departments, and escalating complex cases when necessary

Trains and supervises student support staff, ensuring proper workflow, scheduling, and performance evaluation to maintain high service standards

Collaborates with faculty, staff, and external partners to assess service needs, schedule resources, and ensure the successful use of provided technology and support services

Maintains up-to-date knowledge of technologies, policies, and procedures through continuous training and professional development to enhance customer support quality

Other duties as assigned

Knowledge, Skills, & Abilities Knowledge of technical support principles, troubleshooting methodologies, and customer service best practices

Knowledge of ticketing systems, knowledge management resources, and documentation procedures

Skill in providing high-quality customer service through multiple channels such as phone, chat, tickets, and in-person interactions

Skill in training, supervising, and managing a diverse student workforce, including scheduling, performance evaluation, and workflow delegation

Ability to analyze and resolve technical and operational issues efficiently while maintaining a high first-contact resolution rate Ability to collaborate with internal and external stakeholders to assess support needs, provide solutions, and ensure seamless service delivery

Minimum Education & Experience High School diploma or GED3 years of relevant experience

Equivalent combination of experience and education may be considered

Job Level Overview Operations, Administrative, Service, or Technical Support Level 2 - An intermediate level role with working foundational knowledge and skills to perform routine and occasionally non-routine tasks. Tasks may require interpretation or deviation from standard procedures. May provide assistance to entry level staff.

Manage NTID technology procurement tasks from request through final delivery and setup, including creating purchase requisitions, maintaining accurate records, charging purchases to appropriate budgets, and coordinating vendor communication.

Oversee inventory tasks, including asset tracking, tagging, and related recordkeeping to ensure accurate documentation of institute assets.

Ensure all requirements for tracking of technology and inventory are adhered to, including complying with requirements for federal funding, information security and auditing.

Coordinate with the RIT Accounting department to oversee and complete the annual capital asset review and certification.

Oversee print operations across the college, including monitoring and ordering supplies, performing routine troubleshooting and minor repairs, coordinating procurement of new devices, maintaining support contracts and related billing, escalating service issues, and processing end-of-life devices.

Monitor and maintain inventory of departmental supplies, ordering replenishments as needed

Process retired technology equipment, including verifying completion of required decommissioning procedures, maintaining accurate records, and coordinating disposal tasks in accordance with information security requirements.

Coordinate technical support for NTID events, including intake of service requests, gathering requirements, coordinating support with internal staff, and maintaining estimates, billing documentation, and records.

Perform daily mail room tasks, including sorting and distributing mail and packages to appropriate individuals and departments.

Exercise a high level of attention to detail, accuracy, initiative, and problem-solving in completing work, managing priorities, and addressing operational needs.

Apply strong technical and administrative proficiency in the use of ticketing systems, spreadsheets, and other business…