STATUS: Full-time

DEPARTMENT: Information Technology - Customer Support Center

LOCATION: Grand Rapids—W.A. Lettinga Campus

REPORTS TO: CSC Manager and Training Coordinator

SUMMARY:

The Customer Support Center Technician provides troubleshooting and support to students, faculty, and staff forDavenport University technology issues. These responsibilities include remote and on-site support which are performed in an ethical manner consistent with the University’s mission, vision, and values which include diversity, equity and inclusion.

RESPONSIBILITIES:

• Provide customer support to DU faculty, staff, and students for all ITS supported technology including hardware, software, printing, and network access.
• Administration of Active Directory including creation of user IDs and account rights management, working closely with Human Resources.
• Assist with installation, troubleshooting, and maintaining technology and classroom equipment.
• Work closely and collaboratively with fellow ITS team members to resolve issues.
• Provide coverage for our campus support team when necessary.
• Monitor network devices and connections.
• Log all calls and communication in the IT Service Management system, responding, resolving, and/or escalatingtickets within designated Service Level Agreement parameters, ensuring timely problem resolution and complete customer satisfaction.
• Identify and track recurring problems and recommend appropriate solutions.
• Assist with and provide support for ITS projects as needed.
• Assist with documentation and training for team members and customers.
• Provide GREAT customer service, anticipating and exceeding the needs of our customers.
• Demonstrate and promote the University Cultural Values.
• Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC and national affiliations associated within athletics or other role specific regulations.
• Perform other duties as assigned.

QUALIFICATIONS:

• High School Diploma required, Associate Degree preferred
• Experience with Windows Operating Systems and related applications.
• Demonstrated ability to effectively plan, develop goals, meet deadlines, and accomplish goals while prioritizing workloads.
• Ability to work independently with minimal supervision.
• Must be highly motivated and solution oriented with a high degree of integrity, ethics, and dedication to the mission of the University.
• Demonstrated ability to work effectively in a team environment with people of diverse backgrounds and promote a positive working environment, spirit of cooperation, and positive reactions to change and conflict resolution.
• Demonstrated excellent customer service and interpersonal communicationboth written and oral.
• Demonstrated ability to communicate effectively and relate well to students, faculty, and staff,while maintaining appropriate confidentiality.
• Ability to work an occasional flexible schedule, including some evenings, weekends, and additional hours during peak times or as required for coverage.
• Preferred: Two years of PC hardware/software support and/or help desk experience.
• Preferred: Network technology support experience.
• Preferred: Experience supporting and troubleshooting Apple hardware and MacOS software.
• Business office environment and/or home office environment requires phone, internet access and reliable transportation. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain). Some travel between locations required (own transportation).
• No regular lifting requirements, occasional lifting up to 50 pounds.