Service Desk Specialist Evenings contract

Position Details

Position Summary Information

Reporting to the Service Desk Coordinator, the Service Desk Specialist will provide front-line technology support to end users (students, faculty, and staff) through the Service Desk via phone, email, online services, and in-person.

Responsible to model the University Mission through dedicated job performance, service excellence to constituencies, respectful collaboration and activate support of the University’s Mission and Catholic and Lasallian higher education.

-Answer Service Desk phone, check Service Desk voice mail and email, and respond to requests for service in a timely manner.
-Provide first-line of support for all user issues, utilizing appropriate troubleshooting skills and accessing available resources, such as Help Files and knowledge bases.
-Assist users in a professional and cordial manner, utilizing appropriate language and tone of voice to convey concern, active listening, patience, and composure.
-Prepare call ticket in a timely manner for each occasion to assist users, providing complete and relevant information.
-Escalate tickets when needed to appropriate university staff.
-Maintain accuracy and accessibility of departmental data, including call tracking, inventory, licenses, and other statistics as needed.
-Accumulate, author, and update departmental support resources, including online knowledge base and user tips.
-Acquire and maintain good working knowledge of current versions of standardized software.
-Train users on the most productive way to use university technology, and provide creative input for problem resolution.
-Act in Service Desk Coordinator’s absence or in an assistive capacity, as assigned, to coordinate student employee workload and schedule and provide training, guidance, and direction as necessary.
-Solicit user satisfaction information as appropriate, and incorporate valid suggestions into activities.
-Provide suggestions for training topics and support articles.
-Work with senior staff members on more difficult issues to improve troubleshooting skills.
-Perform other related duties as assigned.

Associate’s degree or equivalent in computer science, information systems, or comparable combination of education and experience. Must be an effective communicator with a friendly, professional customer service-oriented manner; prior help/service desk experience is preferred. Must have a proven background of solving computer-related problems logically and methodically. Must have extremely strong verbal and written communication skills and be able to understand technology and technical concepts. Must have excellent customer service skills and be willing to cross-train to gain a wider support perspective to meet support needs. Must be a strong team player. Ability to work well as a member of a team is essential. Individual must be willing to work a flexible schedule when necessary, including nights and weekends.

Prior help/service desk or customer service experience is preferred. Possess a strong working and technical knowledge of PC hardware and network systems, as well as practical experience in standardized University software and commonly-used software.

Full time

Posting Detail Information