Job description
Summary
The IT Support Desk Specialist is responsible for providing 1st level support and information to the university community, using a variety of communication channels including phone, email and chat. Duties include: 1) providing information on topics related to general admissions and campus visits; 2) providing technical support; and 3) providing documentation in support of continually changing computing needs.
Position requires some evening and weekend hours for completion of special projects and special events support.
This position is In-Person
Essential Functions
Provide 1st level support and information to the University:
- Meets, greets and interacts with customers in a professional and courteous manner - either in person, or using a variety of communication channels that can included phone, e-mail, and chat.
- Handle inquiries in a professional and courteous manner and documenting each using the tracking system in place.
- Diagnosing hardware and network problems to a level that the caller is able to make changes necessary to resolve their problem. Beyond this level, the request will be escalated to the next level of service within Information Technology.
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Provide information on general admissions and campus visits while encouraging future or continued enrollment at Barry University.
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Verify and update records with most relevant information such as:
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Name, address, email address, telephone numbers and program of interest
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Responding to communication requests from students & families, scheduling campus visits, application status checks, general questions about Barry University.
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Identify and escalate priority issues
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Properly assign incidents, tasks, and cases to constituents for follow up if necessary.
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Transfer calls and forward email / chat communication when necessary, ensuring proper telephone – email - chat etiquettes and protocols.
Create, update, and review instructional computing material for individuals to take advantage of self-help solutions.
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Create documentation for users on campus.
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Create tutorials that providing step by step instructions.
Assist with outbound call campaigns
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Engaging prospective and current students by encouraging their future and continued enrollment at Barry University through an internal CRM utilizing phone – email – chat methods regarding general information for the Recruitment, Admissions & Financial Aid offices.
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Engaging faculty and staff at Barry University through an internal CRM utilizing phone – email – chat methods regarding general information and updates of general IT support updates.
Performs other job-related duties as assigned or required.
Qualifications/Requirements
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High school or GED is required. A Bachelor's degree in Computer Science, Business Administration or Information Technology is preferred.
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1-3 years of relevant experience.
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Must be able to clearly express ideas and explain information to individuals and groups both verbally and written.
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Must be able to analyze situations and information and formulate a plan of action.
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Great customer service skills
Barry University is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.
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