IT Service Desk

We are looking for a temporary IT support Specialist to provide technical support in a call center environment for a short-term project. This role requires strong customer service skills, attention to detail, and the ability to quickly resolve issues.

• Knowledge of current computing, networking and communications systems and ability to perform effectively with an understanding of institutional policies and activities.
• Familiarity and ability to conduct password resets.
• Strong analytical skills and ability to problem solve and troubleshoot hardware and general IT issues.
• Ability to learn and support new technologies and work with teams to provide input on improvements to existing processes and systems.
• Demonstrated ability to organize and coordinate work within schedule constraints and handle emergent requirements in a timely manner.
• Strong verbal, written and interpersonal communication skills.
• Ability to communicate effectively orally, by phone, in person, and in writing.
• Must be available to work onsite at the academic campus.

Must be flexible and available to work in a 24/7 call center environment, with shifts assigned based on business needs, including days, evenings, overnights, weekends, and holidays.

• Provides first level support for all IMS related services to include general operator type services (i.e. routing of phone calls throughout the university), answering user questions, troubleshooting technical problems, teaching or instructing customers on the basic functions of supported software applications or hardware functionality, password resets, and communicating IMS policy.
• Serves as the campus operator by routing incoming calls to the appropriate person and/or department.
• Determines the most effective manner to resolve the client's technical issue and properly escalate unresolved issues to the next level of support. Consults with IT Specialist when necessary.
• Creates tickets on behalf of the customer for all technical problems reported. These tickets will be entered into the IMS ticket system and contain all pertinent information regarding the issue and the steps taken to resolve or tried before escalating to the next level of support.
• Provides status updates to customers on their tickets submitted to IMS.
• Verifies knowledge base articles to ensure they are accurate.
• Performs all other duties as assigned.