Position Title: IT Service Support Specialist

Department: 6710|Computing Support Services

Responsibilities:

 University Computing Support Services (UCSS) provides computer serviceswhich support the university's academic and administrative missions. The mainservices include the IT Service Desk, printout services, and operation ofcomputer systems providing core services to university constituents. The ServiceDesk is a busy, fast-paced environment and is the University constituents'primary point of contact for all IT issues.

The ITService Support Specialist will report to the IT Services Manager. The Service Support Specialist’sresponsibilities will include but will not be limited to the following:

• Ensure that Office of IT website and IT self-help portal provides complete, accurate and timely information concerning availability and use of university technology resources.
• Manage student workers employed by the IT service Desk including developing and delivering policies, performance metric tools, training, and budgeting.
• Deliver training to the University community covering both internal systems and processes, as well as third-party applications, services and technologies.
• Maintain internal documentation on university services to be used by Service Desk personnel as an information resource and diagnostic aid when assisting users.
• Serve as lead for intake operations for front-line operations.
• Serve as a backup Service Desk agent during peak call times.
• Other duties as assigned by supervisor.

Qualifications:

Required Qualifications: 
-Bachelor’s degree, or Associate’s degree, emphasis on technology is preferred. 
-1 year of experience in Call Center, Customer Service or Technical Support

Preferred Qualifications: 
-Excellent interpersonal, organizational and communication skills (both verbal and written). 
-Ability to work independently as well as willing to follow direction and best practices. 
-Experience with ITSM or ticketing system configuration/administration preferred. 
-Experience with development and delivery of technical training materials. 
-Must be proficient in the areas of Technical Support and Client Services. 
-Working knowledge of ITIL and/or ITIL certifications preferred. 
-Experience with management of personnel preferred.

Job Ad# (req2583)