IT Service Desk PT

The IT Service Desk candidate will provide remote technical assistance to students, faculty, and staff, covering topics such as account access issues, email, learning management systems, and IT equipment support. High phone traffic volume is expected during peak hours and semesters.

Requirements

• Proficient with current hardware and software technology
• Good customer service and organizational skills
• Ability to maintain professional relationships with peers and superiors
• Ability to use discretion and confidentiality with access to sensitive data
• Dependable and able to show initiative in all activities
• Ability to stay calm in stressful situations and handle multiple competing priorities
• Ability to create and maintain documentation
• Willing to seek and undertake additional training and/or earn industry-standard certifications as needed

Benefits

• Create and update technical documentation in the Knowledge Base for both internal and external consumption
• Process ServiceNow incidents and requests as directed, to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA) and that the communication documented within is complete and respectful
• Provide input to IT leadership on ways to improve operational efficiency, personal technical skills, and customer service skills of department