Minimum of 1 year providing technical support or equivalent experience.
Experience with Service Desk or Call Center environments preferred.
Proficiency in Microsoft Office applications and familiarity with collaboration tools (Zoom, Teams).
Knowledge of operating systems, networking, and higher education applications (LMS, SIS, ERP) preferred.
Qualifications:
Associate’s degree in technology or related field, or equivalent combination of education and experience.
CompTIA certification or equivalent highly desirable.
Strong written and verbal communication skills.
Flexible availability, including potential after-hours/on-call support.
Self-motivated, detail-oriented, able to work effectively in a remote team.
Ability to multi-task, prioritize workflow, and contribute to process improvement.
Responsibilities:
Serve as the first point of contact for all IT-related requests via phone or ticketing system.
Respond promptly to inquiries, maintaining high customer service aligned with University values.
Document troubleshooting activities and updates in the centralized ticketing system.
Provide initial triage of service requests and escalate as appropriate.
Diagnose, test, and resolve basic to moderate technical issues remotely.
Assist users with Microsoft applications, operating systems, browser-based apps, SIS, Workday, Salesforce, cloud telephony, collaboration tools, and remote desktop agents.
Keep users informed of incident and service request status per service level targets.
Ensure accurate ticket assignment, documentation, and resolution tracking.
Other duties as assigned.
If the above seems like a fit, then apply!!
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This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
