IT Help Desk specialist

Duties & Responsibilities

• Supervising and Training Help Desk Student Workers (50%)
  • Work on a team of IT professionals and graduate students supporting instructional, research, and administrative  computing in the School of Information Sciences.
  • Serve as a technical and institutional resource to peers and acts as escalation point for all team members.
  • Develop and improve policies, procedures, and standards.
  • Train desk staff on providing basic call center routing and technical support to end users.
  • Develop training for new student staff, including supervision of peer training.
  • Supervise the student staff, including reviewing their ticket responses and providing follow-up training as needing.
  • Serve as second level point of contact for more complex technology requests and service issues.
  • Create and maintain end user documentation.
  • Create and maintain internal technical documentation.
  • Work to build relationships with community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.
• Customer Service and Support (30%)
  • Work with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment.
  • Deliver excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
  • Monitor the ticket system (currently TDX) for new and outstanding requests, update the request system regularly, and assign requests to appropriate individuals.
  • Gather, track, and analyze issues using a ticket system to report customer feedback; help identify problems and trends; independently resolve or escalate issues as needed.
  • Work within defined policies and procedures to identify problems to be solved, propose solutions where solutions don’t currently exist, obtain approval, and/or escalate appropriately.
  
  
• Professional Development (10%)
  • Keep abreast of current technologies for course delivery.
  • Represent the iSchool for technology related topics on and off campus.
  
  
• Training (5%)
  • Support the development and delivery of trainings for faculty and staff in the iSchool.
  • Provide support for teaching and learning technology used by the iSchool for in person and online programs.
  
  
• Other duties as assigned (5%)