POSITION SUMMARY

Our Service Desk Specialists are the first responders to student, faculty and staff IT requests. We understand the interconnectedness of all our IT systems and services, and we excel at helping our clients navigate them.
Reporting to the Service Desk Manager, you will provide technical support by phone, chat, and occasionally in-person. You will have your hands in many systems including Office 365, Canvas, SCCM, JAMF, Intune, and Banner. You will work with every team within IT Services. To be at home in this position, you will promote knowledge-sharing and question-asking with your peers. Your inquisitiveness will serve you well and we want to foster your professional growth and skills in areas that interest you. We’re looking for a team member that values student success by advocating for our customers and through mentorship of our student employees. This is a hybrid position with requirements to be on-site 3 days a week.

REQUIRED QUALIFICATIONS:

• Experience providing customer service in an information technology environment.
• Proficiency with common productivity and collaboration tools such as Microsoft 365 (Outlook, Word, Teams, OneDrive, etc.).
• Experience troubleshooting and supporting Windows and MacOS operating systems.
  Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meet  ALL  required qualifications.

PREFERRED QUALIFICATIONS:

• Experience working in higher education or in a university IT environment.
• Familiarity with basic networking concepts, including wireless, VPN, and wired connections.
• Experience using and supporting a Learning Management System such as Blackboard, Canvas, D2L.
• Understanding of account management and identity services such as Active Directory, MFA, and single sign-on (SSO).
• Experience mentoring or training others (especially student employees or interns).
• Bachelor’s Degree from an accredited College or University OR relevant industry certifications (e.g., CompTIA A+, ITIL Foundation, HDI Desktop Support Technician).

At the discretion of the Service Desk Manager, perform additional tasks and special projects as assigned.
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