Service Desk Professional

Full Job Description

Requirements

Duties and Responsibilities:

Primary Responsibilities

• Provides the highest level of customer service in all interactions with individuals

• Answers support calls, emails, and walk-ins that come through the Service Desks as requested

• Creates accurate and properly formatted tickets for all work that is performed

• Provides updates, status, and completion information to customers and managers

• Performs basic computer and network troubleshooting, hardware and software installations, configurations, mobile support, and virus removals

• Performs System Administration Onboarding

• Recognizes and refers escalated incidents to appropriate staff

• Maintains a customer centric environment

• Performs troubleshooting of audiovisual (A/V) equipment and provides basic A/V conference room meeting set-ups

• Installs and troubleshoots printers and print drivers

• Performs asset management of hardware including desktops and laptops

Secondary Responsibilities:

• Creates and maintains documentation and user guides

• Maintains and deploys Teams phones

• Assists with the disposal of System Administration assets

• Provides user education when necessary

Qualifications

Minimum Qualifications:

• Bachelor’s degree from an accredited institution of higher education in the field of computer science or other IT related field (professional experience may be substituted for the educational requirement on a year-for-year basis)

• Two (2) years of experience in the following:

  • Working in an IT helpdesk

  • Supporting Windows, PC, Mac, and mobile devices

  • Information technology service management (ITSM) ticketing tool

  • Computer hardware and software installation and troubleshooting

Preferred Qualifications:

• One (1) year experience with Casper and JAMF

• Experience supporting AV equipment

• Experience with using remote support tools

• Active Directory experience

• Information Technology Infrastructure Library (ITIL) Foundation certification

• Experience with Team Dynamix ITSM Tool

• A+ Certification

• Experience with Office 365

• Experience providing support to executive level customers

Knowledge, Skills, and Abilities:

• Knowledge of technical support processes

• Ability to analyze and troubleshoot computer systems, software, and peripherals

• Excellent interpersonal, communication, and analytical skills

• Ability to work collaboratively as part of a team

• Ability to hold oneself personally accountable

• Ability to communicate well and comprehend English

• Ability to maintain and exercise patience and professionalism during stressful situation

• Ability to handle change, and adapt to changing priorities

• Skilled in the use of:

  • Office 365

  • Windows 10, Mac OS X

  • Dell and Apple Devices

  • Team Dynamix

  • Teams

  • Code 42 Crashplan

  • Symantec Endpoint Protection

  • Zoom and Zoom Rooms

  • BeyondTrust “Bomgar”

  • Adobe Acrobat Pro

  • Snipe-IT used for asset management

Additional Information

For full consideration, please attach a resume to your application at https://cu.taleo.net/careersection/2/jobdetail.ftl?job=39272:

Benefits:

With our unparalleled range of benefits, including top-notch healthcare, comprehensive wellness programs, enriching professional development, and a dynamic work-life balance, we ensure your holistic growth and happiness.

• No-cost or low-cost medical & dental plan options, some inclusive of IVF assistance.
• Disability, Life, Vision Insurance options.
• Multiple retirement planning options including a mandatory 401(a) plan where CU contributes 10% of your gross pay, a 401k or 403b plan and a 457 deferred compensation plan.
• Pre-tax savings plans, such as Health care and Dependent care flexible spending accounts.
• Embrace a healthy work-life balance with ample sick and vacation leave, along with at least 12 paid holidays. This includes a dedicated week off for winter break.
• 6 weeks of parental leave to adjust to the joys of parenthood.
• A tuition benefit program for you and/or your dependents.
• Free RTD EcoPass and Free Onsite Parking at our 1800 Grant Street Office.
• Many additional perks & programs with the CU Advantage.

Additional taxable fringe benefits may be available.

For more information on benefits programs, please review our Comprehensive Benefits Guide.

Access our Total Compensation Calculator to see what your total rewards could be at CU. (This position is a University Staff position)