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Service Desk Specialist

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Murray, United States Murray State University Full time

Summary of Job Duties and Responsibilities: Provides Level One (front line) technical support to students, faculty, and staff. Level one support includes answering questions related to and resolving the most common technical problems and referring more complex and less frequent technical problems to the appropriate Level Two support area. Provide Level One (front line) technology service desk support for deployed technology to students, faculty, and staff. Answer questions related to and resolve the most common technical problems. Referring more complex and less frequent technical problems to the appropriate Level Two support area. Monitor, track, and escalate, when necessary, assigned service desk tickets to ensure timely resolution. Coordinate service management within Information Systems to facilitate timely resolution of problems and service requests. As directed, work with the Associate Director IS Service Management to improve Level One technology service desk processes. As directed, assist with updating announcements and content to web pages, social media, technology service catalog, help desk ticket system and other tools to effectively communicate technology changes, incidents, projects, plans and governance to the University community. Document all troubleshooting steps, results, and communications through service management tickets when escalation to Level Two is necessary. Become familiar with ITIL and/or other Information Technology Service Management ( ITSM ) methodologies. Supervise student workers. Grow professional and technical skills. Other duties as assigned. Minimum Education Requirements: Bachelor’s degree required. Minimum Experience and Skill Requirements: One year of experience in a technology or communication field. Demonstrated excellent customer service and oral and written communication skills are required. Proven ability to work in a team oriented environment. Demonstrated technical skills related to troubleshooting hardware, software, account and network issues. Hourly Rate: $14.18 (Additional pay dependent upon qualifications) Work Hours: Will likely be required to work overtime during peak periods such as the beginning of each semester and Summer Orientation. Will be required to provide remote support during periods when the University is closed such as extended holidays and semester breaks. May be required to work a modified shift outside the University’s normal 8 am to 4:30 pm Monday – Friday workweek. Work Location: Murray, KY