Job description

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Contract length: 6 – 12 months with potential to extend based on performance.

Local candidate only or candidates willing to arrive to client site.

35% Field incoming requests to the Help Desk to ensure courteous, timely and effective resolution of end user issues. Create the initial record of the incident/request; assign all Level Two and Level Three requests to the appropriate support group; and contacts third-party vendors for warranty service repair. Properly document all Incident and Requests within ITSM Tool. Insure that documentation and notes are clear and concise within every Incident and Request Ticket.

25% Identifies, diagnoses, and resolves Level One problems for users of the campus IT services, to include, but not limited to, networking, authentication, computer, mobile devices, security, software, and multimedia devices in a call center environment; communicates solutions to end-users. Ensure that all ticket transfers are accurately transferred to their proper Queue. Adhere to all phone standards, controls and measurements established my Help Desk Lead.

20% Assist IT project leads and team members in the support, testing and training of the user base on business applications.

15% Research problems that cannot be resolved immediately and coordinate problem resolution. Determine whether reported problems require a technician site visit. Write up common problems and solutions for inclusion on Help Desk Knowledge Base. At lease establish 10 new helpful Knowledge Base articles a semester pertain to your Functional area.

5% perform other assigned duties

Job Requirements

Strong analytical thinking and problem-solving abilities required. Ability to provide high level of customer service and reduce technical information to simple language. Ability to clearly document issues so that they may be easily interpreted by other staff members. Skilled in the installation, repair and troubleshooting of microcomputers with Windows 10 series; knowledge of Windows 7 and 8. Knowledge of Apple iPads preferred; working knowledge of industry ITSM Tools a plus. Must be punctual. Experience in a higher educational environment preferred.

Associate Degree or Equivalent and 1 – 2 years related experience; Bachelor’s Degree preferred. Must demonstrate excellent communication, interpersonal and organizational skills and be adept at tactfully managing a wide array of customers and their needs.

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