Associate IT Service Desk Specialist

Duties Responsibilities The incumbent answers telephone, email, chat and in-person inquiries, incidents, and service requests from external and internal sources to provide general, technical and/or procedural support to faculty, staff, and student clients as well as the community for services provided by Technology Services and general computing needs: receive and track, analyze and interpret, research and troubleshoot, process/resolve and/or escalate requests, incidents and inquiries that fall outside of documented processes. Document actions using Technology Services ticketing system and/or Technology Services service management system as well as other internal tools and escalate unanswerable requests/inquiries/incidents along with appropriate documentation. Provide service information regarding feature/functionality, training opportunities and self-help information and documentation to campus users. Train and document performance of junior staff and student workers in order to maintain proper levels of customer service and support. Act as point of escalation for junior staff. Perform other duties as assigned including: Create support document for use within Technology Services. Follow and propose alternatives to existing incident management. Direct customers to existing documentation and advise management of any noticed customer needs or problems affecting services provided by Technology Services as well as suggest alternatives. Serve on cross department functional team. Serve on special projects. Provide technical leadership. Obtain basic training and certifications. Participate in seminars, classes and staff meetings.