Service Desk Technician

Months Per Year: 12 Work Model:
Hybrid Work Eligible Seattle University will be one of the most innovative and progressive Jesuit and Catholic universities in the world, educating with excellence at the undergraduate, graduate, and professional levels. We embrace an intersectional framework for defining diversity in its broadest sense, including differences in gender, gender identity, race, ethnicity, generational history, culture, socioeconomic class, religion, sexual orientation, national origin, citizenship status, political perspectives, race, ethnicity.

Seattle University strives to be a welcome, open and safe campus climate for all who learn, live and work at Seattle University.

• Effective Team
  
  Collaboration:
  
  Works harmoniously with others towards a common goal, leveraging individual strengths to achieve shared objectives.
• Emotionally Intelligent Communication:
  Engages in a skillful exchange of information, thoughts, and feelings, verbally and non-verbally.
• Ethics and Integrity:
  Demonstrates an unwavering commitment to honesty, professionalism, and alignment with our Jesuit mission in all actions and decisions.
• Flexibility and Innovation:
  Embraces change, approaching problems with curiosity adaptability, and is committed to making a positive impact.
• Mindful Inclusion:
  Fosters mindful inclusion by consciously creating a workplace that celebrates differences, embraces cultural humility, and empowers uniqueness.
• Outcomes-Driven Orientation:
  Sets clear objectives, pursues excellence, and delivers measurable outcomes while upholding Jesuit Catholic values.

• Monitor incoming service channels and the ticketing system and respond to customer requests in a timely manner.
• Provide support in person, over the phone, by email, and remotely.
• Accurately record customer issues in the ticketing system (currently Jira).
• Provide support for a variety of incidents and requests, including but not limited to print issues, shared drive access, account and network issues, software installs, device reprovisioning, etc.
• Maintain and update support documentation to assist in information sharing within the team and in the external knowledge base.
• Take ownership of customer issues from first contact and take accountability for the solution and customer experience through resolution.
• Collaborate with other ITS team members to determine and provide solutions.

Marginal Job Functions Perform other duties as assigned.

• A demonstrated commitment to diversity, inclusion and equity, and the ability to live out the university’s mission, vision, and values.
• Previous experience providing front-line technical support.
• Previous experience with incident management, problem management, and knowledge base tools.
• Strong understanding of ITIL best practices.
• Proficiency in supporting PC/Mac computing environments and applications.
• Proficiency in supporting basic A/V equipment.
• Demonstrated customer service orientation and the ability to organize, analyze, prioritize, and problem-solve within a fast-paced environment.
• Ability to communicate difficult/sensitive information tactfully.
• Ability to remain calm, maintain perspective, and respond in a professional manner when faced with tough situations.
• Advanced analytical and technical problem-solving skills.
• Self-starter with attention to detail, flexibility, and the ability to adhere to project specifications and timelines.
• Demonstrated ability to produce effective, professional, and accurate written correspondence.
• Personal accountability for project timelines and milestones.
• Ability to work successfully individually and in a team-oriented environment.
• Active listener to ensure client and team needs are fully understood…