Service Desk Technician I

1 month ago

West Des Moines, United States Des Moines University Full time

At DMU you will make a meaningful contribution to the dynamic future of Medicine and Health Sciences. DMU is seeking a Service Desk Technician 1 to investigate and resolve computer software and hardware problems of users by performing the following general duties, which may vary dependent on departmental needs: first call phone support; logging incidents into ITSM incident management application; troubleshooting logged incidents and conducting user follow up; walk-up counter support as needed; in person, customer desktop support and/or troubleshooting as needed.

What you'll do:

  • Process telephone calls, emails, chats, and front counter support from customers having problems using computer software and hardware or inquiring how to use specific software.
  • Log incidents by priority into ITSM incident management application and assign to other team members as necessary
  • Thoroughly and accurately document incidents, problems, and requests through their lifecycle, including their resolution.
  • Provide technical support to faculty, staff, and students via telephone, remotely, online, and face to face.
  • Correspond with customer to learn procedures followed and source of error. Answer questions. Ask customer with problem to participate in diagnostic procedures.
What we're looking for:
  • Minimum high school degree required; Associate's degree preferred.
  • Two years related work experience preferred.
  • One year troubleshooting skills with software including Office365 and operating systems (Windows and iOS) required.
  • One year troubleshooting skills with LMS software and other business applications preferred.
  • Work evenings and/or weekends as required or requested.


*To see the full job description go to Position Description at the bottom of this posting.

Total Rewards:

Our employees are what make DMU special, so we treat them well Our Total Rewards reflect this commitment. Qualified faculty and staff enjoy 90% employer-paid medical, 10% retirement match, flexible work arrangements, community service time, tuition assistance, professional development funding, and access to wellness facilities with programs that promote a well-balanced lifestyle. Visit www.dmu.edu/employment to learn more about our benefits.

About:

Founded in 1898, Des Moines University is a premier medical and health sciences institution comprising three colleges- College of Osteopathic Medicine, College of Podiatric Medicine and Surgery, and College of Health Sciences - offering ten graduate degree programs.

In 2023 Des Moines University (DMU) relocated to a new 88-acre campus in West Des Moines, Iowa. This state-of-the-art campus includes technology-rich, flexible education spaces that support innovative teaching methods and connect faculty and students across all of our programs. Our new research facilities include a vibrant and spacious open laboratory, designed to foster collaboration and innovation.

Required Documents:

Resume, cover letter, and contact information for three professional references required at time of online submission. Apply at www.dmu.edu/employment .

Department: Information Technology Services

Status: Non-Exempt

Work Schedule: Monday thru Friday, 7:30 AM - 4:30 PM

Pay Rate: $29.57

Position Description

Advertised: 24 May 2024 Central Daylight Time
Applications close: 31 May 2024 Central Daylight Time

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