IT Service Desk

GENERAL PURPOSE AND SCOPE OF THE POSITION:
Under the direction of the IT Service Desk Director, the IT Service Desk candidate will provide remote technical assistance to students, faculty, and staff covering topics including but not limited to; account access issues (ie password resets, Microsoft Authenticator, bitlocker), email (Outlook/Exchange), learning management systems (Canvas), storage platforms (OneDrive, G Suite), Office 365; support of general hardware and software, printers, projectors, document cameras, scanners, and related IT equipment. Incoming requests will come in through the phone queue (primary) and ServiceNow platform (secondary). Candidates can expect high phone traffic volume during peak hours of the day and semester and will be expected to stay active in the phone queue throughout their shift. Candidates will also be expected to route non-IT-related calls to the appropriate responsible departments outside IT. All activities should be conducted with an appreciation and respect for the diversity of people, styles, and views.

MAJOR RESPONSIBILITIES:

• Professionally answer inbound calls and respond to customer inquiries in a timely manner, resolving as many IT related issues as possible, escalating those unable to resolve, and routing non-IT calls to responsible department.

• Expectation is to stay active in the call queue at all times unless otherwise directed by your supervisor.

• Create and update technical documentation in the Knowledge Base for both internal and external consumption.

• Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional demeanor at all times.

• 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.

• Responsible for actively reaching out to supervisor for questions or escalation.

• Provide input to IT leadership on ways to improve operational efficiency, personal technical skills, and customer service skills of department.

This is not to be construed as an exhaustive list.  Other duties logically associated with this position may be assigned.  All responsibilities will be conducted within the parameters of the Family Educational Rights and Privacy Act (FERPA), other applicable regulatory requirements, and professional standards.

SUPERVISION RECEIVED: IT Service Desk Director

SUPERVISION GIVEN: None

SALARY RANGE: $15 - $16 Hourly

EDUCATION: 

High School diploma or equivalent required. Associate Degree in IT-related field and/or relevant certifications preferred.

EXPERIENCE, SKILLS, AND REQUIREMENTS:

Required

• Must be proficient with current hardware and software technology

• Must have a reliable, high speed home Internet connection

• Must possess good customer service and organizational skills, able to provide quality customer service in verbal or written form

• Must be able to maintain professional relationships with peers and superiors

• Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support

• Must be dependable and show initiative in all activities

• Ability to stay calm in stressful situations, and able to handle multiple competing priorities

• Ability to create and maintain documentation

• Must be willing to seek and undertake additional training and/or earn industry-standard certifications as needed

• Must be willing to work nights and weekends as needed, must be willing to travel as necessary

• Must demonstrate the high-speed ability to promote an inclusive environment that reflects the broad diversity and backgrounds represented by our students and employees and which every individual feels respected and valued.

Desired

• Experience in a higher education environment is desirable.

Ivy Tech Community College is an accredited, equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, marital status, religion, sex, gender, sexual orientation, gender identity, disability, age or veteran status. As required by Title IX of the Education Amendments of 1972, Ivy Tech Community College does not discriminate on the basis of sex, including sexual harassment in its educational programs and activities, including employment and admissions. Questions specific to Title IX may be referred to the College’s Title IX Coordinator or to the US Department of Education Office of Civil Rights.