What are the responsibilities and job description for the Service Desk Specialist II position at Inside Higher Ed?
Job Title: Service Desk Specialist II
Location: USO-Shared Services Center
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 297841
About Us
The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.
Job Summary The USG Service Desk Specialist II is a non-exempt full-time position within the USG Shared Service Center, that supports 26 higher education institutions across the University System of Georgia, as well as the Board of Regents. This position is responsible for supporting and providing high quality customer service to (1) Institution practitioners utilizing the human capital management systems including payroll, benefits, human resources, information systems and other USG systems/applications; (2) Institution employees and retirees requiring assistance with system, policy and procedural support. (3) All applicants applying for positions within USG Institutions. The USG Service Desk Specialist II is located in Sandersville, Georgia and reports to the USG Service Desk Supervisor.
Responsibilities
Required Qualifications
Knowledge, Skills, & Abilities
The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Conditions of Employment
Offers of employment are subject to federal and state laws, as well as the statutes, rules, and regulations of this institution, and the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG). These Bylaws and Policies are available for inspection upon request.
Equal Employment Opportunity
The University System Office is an equal employment, equal access, and equal opportunity employer. It is the policy of the University System Office to recruit, hire, train, and promote persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).
For questions or more detailed information regarding this policy please contact the University System Office Human Resources at 404.962.3242. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Human Resources.
Background Check
Offers of employment are subject to a background investigation, including criminal records history, to determine eligibility for employment. Additionally, credentials and employment history stated in your application materials are also subject to verification.
For certain positions, a satisfactory credit check, MVR, or other relevant investigations may also be conducted. The University System Office holds the sole discretion in assessing eligibility for employment.
Other Information
Location: USO-Shared Services Center
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 297841
About Us
The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.
Job Summary The USG Service Desk Specialist II is a non-exempt full-time position within the USG Shared Service Center, that supports 26 higher education institutions across the University System of Georgia, as well as the Board of Regents. This position is responsible for supporting and providing high quality customer service to (1) Institution practitioners utilizing the human capital management systems including payroll, benefits, human resources, information systems and other USG systems/applications; (2) Institution employees and retirees requiring assistance with system, policy and procedural support. (3) All applicants applying for positions within USG Institutions. The USG Service Desk Specialist II is located in Sandersville, Georgia and reports to the USG Service Desk Supervisor.
Responsibilities
- Serves as frontline support and issue resolution for all active and former USG employees, institutional practitioners, applicants, USG products, technologies and services.
- Supports the centralized payroll processing workflow by maintaining a smooth support structure, promptly addressing and resolving issues as appropriate, and escalating complex matters to the internal Centralized Payroll Processing team when necessary.
- Researches, troubleshoots, and analyzes incoming requests/inquiries, ensuring all necessary information is documented in the case management system, striving to resolve at the Tier 1 level, exhausting all resources including, USG Policies and Procedures, Knowledgebase, Institution Specific Guidelines. If escalation is required, partners with Subject Matter Experts, institutional practitioners, third-party vendors, and/or Service Desk to reach a resolution in a timely manner.
- Professionally handles personal, confidential, and sensitive information by abiding by all USG Policies and Procedures, including Customer Verification to ensure the protection of all USG employees, retirees, and applicants. Also, responsible for identifying, reporting and the redaction of any information deemed sensitive within the case management system.
- Multi-tasks through various databases/applications in order to troubleshoot the customer's issue or inquiry in a timely manner.
- Research and triages incoming issues determining the appropriate method of tracking within multiple modules of our Case Management system (incident, request, problem or iTask).
- Provides recommendations to Service Desk management and/or SSC team members promoting continuous process improvement.
- Responsible for monitoring software interfaces that indicate the status of key Enterprise production services and products.
- Provides proactive/reactive communications and diagnostic information related to networks, services, servers, urgent/production down, and/or business interruption events.
- Works closely in collaboration with third party vendors communicating information regarding service interruptions and/or outages to USG end-users.
- Recognizes and promptly escalates issues deemed urgent or critical in adherence to USG Service Level Guidelines.
- Logs, tracks, updates, and resolves network abuse incidences.
- Identifies trends and/or challenges and provides recommendations to Service Desk Management and other supported areas promoting continuous process improvement.
- Provides customer support via virtual chat and live agent platform, ensuring prompt and efficient service delivery.
- Adheres to an assigned work schedule to ensure adequate Service Desk coverage.
- Cross-trains with other departments in order to understand and resolve complex requests and serve as back-up support as needed or during non-peak times.
- Manages pre-business day checks to ensure all systems, sub-systems, applications, and servers are fully operational.
- Supports USG Service Desk Specialists, serving as a go to resource to ensure accurate and timely solutions for complex customer requests.
- Initiates drafting, editing and publication of common knowledge-based solutions to facilitate efficient and prompt resolution to customers.
- Logs, tracks, updates, and resolves network abuse incidences.
- Responsible for outbound communications that include but not limited to support request status updates, Enterprise products and services status updates posted via USG Status Page/ListServs.
- Serves on-call rotation providing 24/7 support to USG Institutions and Board of Regents.
- Occasionally leads Team Huddles and/or Working Sessions.
Required Qualifications
- Associate's Degree with an accredited institution
- 1 year experience in a Service Desk environment
- 2 or more years of Customer Service experience
Knowledge, Skills, & Abilities
- Knowledgeable of Standard MS Office tools (Outlook, Word, Excel, PowerPoint, Visio, Teams), electronic calendar, Internet browsers, and Windows desktop and its standard suite of tools and programs (base install)
- General knowledge of computer networking principles, diagnostic tools, and client/server technology in a multi-tiered, layered technical/functional environment
- Strong oral and written communication skills with particular emphasis in the correct use of grammar and spelling
- Ability to effectively and patiently communicate complex information in a logical and organized manner
- Strong interpersonal and collaborative skills, who works well both cross-functionally and independently
- Ability to effectively work in a fast-paced environment, prioritize, manage time and follow-through on tasks to ensure satisfactory completion
- Possess strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customers
- Proficient and extremely comfortable in navigating within various applications including email, case management system, human capital management systems and other Microsoft office applications to effectively provide solutions to customers
- Ability to effectively manage an increased workload during times of high call volume and/or peak seasons
- Technical skills with efficiency in adapting to new systems, services, and/or applications with ease
- Analytical thinker, who possesses the ability to troubleshoot technical and functional issues, adopt a systematic approach towards identifying and then resolving the problem at hand.
The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Conditions of Employment
Offers of employment are subject to federal and state laws, as well as the statutes, rules, and regulations of this institution, and the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG). These Bylaws and Policies are available for inspection upon request.
Equal Employment Opportunity
The University System Office is an equal employment, equal access, and equal opportunity employer. It is the policy of the University System Office to recruit, hire, train, and promote persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).
For questions or more detailed information regarding this policy please contact the University System Office Human Resources at 404.962.3242. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Human Resources.
Background Check
Offers of employment are subject to a background investigation, including criminal records history, to determine eligibility for employment. Additionally, credentials and employment history stated in your application materials are also subject to verification.
For certain positions, a satisfactory credit check, MVR, or other relevant investigations may also be conducted. The University System Office holds the sole discretion in assessing eligibility for employment.
Other Information
- Day and overnight travel from headquarters may be required
- Must have a valid GA Driver's License
- Light physical exertion may be required
- Ability to work productively in a virtual environment and cubicle/open space environment utilizing call center and case management technologies, with moderate-to-occasional escalated noise levels.