Job description
Answer queries on technical issues and offers advice to solve them. Assist and address computer technology that comes to the ITS Service Desk and Student Annex from faculty, staff, and students. Answer telephone calls and emails, work with walk-in clients, enter information into the Service Desk call-tracking database, and provide immediate problem resolution when possible. Provide hands-on assistance to resolve student computer issues in the Service Desk Student Annex.
Essential Job Functions
- Provide Tier 1 technical support to students, faculty, and staff, which includes desktop and productivity technology, computers, mobile devices, printers, phones, operating systems, software applications, audio-visual components, network connection issues, remote computing, and other technologies.
- Respond to queries on the phone, via email, chat, in person, or through remote support software.
- Monitor the ticketing management system, currently TOPdesk, follow up with clients as needed, and periodically update our clients on the status of open tickets. Prioritize the urgency of these requests to establish the problem’s severity.
- Create and maintain documentation on procedures and answers to common questions. This documentation will include maintaining a knowledge base of resolutions to common problems.
- Follow best practices to verify a client’s identity. This includes in-person interactions, phone calls, emails, and chat messages.
- Assist with oversight of student employees and related responsibilities, including scheduling, training, and task delegation.
- Varying shift coverage is required from time to time. This shift work could include on-call, rotating, fixed, split, weekend, and evening shifts.
- Perform other duties as assigned.
Minimum Qualifications
- High school diploma or equivalent.
- Solid working knowledge of computer systems, mobile devices, printers, phones, hardware, software, and other technologies.
- Tech-savvy with working knowledge of office automation products, databases, and remote control tools.
- Experience or training in computing technology, operating systems (Windows and macOS), and standard application software, especially Microsoft Office, Google Workspace, and web browsers.
- A commitment to Denison’s shared values.
Preferred Qualifications
- Associate-level degree in computer science or a related field.
- Proven experience in Tier 1 technical or other customer support roles.
- Demonstrated experience using TOPdesk or a comparable ITSM tool.
- Experience in user support and technology training.
- Working knowledge of DUO or other two-factor authentication systems.
- Experience with basic networking.
- Working knowledge of Linux or Unix-based operating systems.
- Experience with Ellucian Banner ERP applications or equivalent.
An ideal candidate:
- Customer-focused team player, conscientious and dependable, pleasant demeanor, able to remain calm, focused, and courteous with occasionally irritated callers.
- Excellent written and oral communication skills and effective interpersonal skills.
- A self-starter and self-disciplined individual committed to self-education with an openness to learning new technologies.
- With strong problem-solving, analytical, and teamwork skills, you can diagnose and resolve everyday technical issues and contribute to troubleshooting advanced issues.
- A solid understanding of desktop computing technology, productivity software, and networking fundamentals.
- Able to remain calm, focused, and courteous with occasionally irritated customers.
Physical Demands
Considerable walking and pushing of carts with equipment on campus. Must be able to lift and move up to 50lbs. Reasonable accommodations for persons with disabilities will be made.
Contact(s)
Brandon Warga
Contact Phone/Extension
740-587-6299
Contact Email
wargab@denison.edu
Open Date
12/02/2022
Close Date
Open Until Filled
Yes
Special Instructions to Applicants
Please attach cover letter and resume to application.
As one of the required documents, please provide contact information for three (3) work-related references, including name, address, phone number, email address, and professional relationship to you. References will not be contacted without your expressed consent.
As one of the required documents, please provide contact information for three (3) work-related references, including name, address, phone number, email address, and professional relationship to you. References will not be contacted without your expressed consent.
Additional Information
In our ongoing efforts to support the health of our community and continue to operate our campus safely, Denison requires all new hires to be fully vaccinated against
COVID
-19 including a booster within the timeline guidance recommended by the Centers for Disease Control and Prevention unless a Denison-authorized exemption is approved prior to the first date of employment.
For more information and resources regarding this policy as a condition of employment, please visit https://denison.edu/campus/covid19
For more information and resources regarding this policy as a condition of employment, please visit https://denison.edu/campus/covid19
Denison University Background Check Statement
The final candidate will undergo a background check as a conditional offer of employment.
Denison University EEO Statement
Denison University is an Equal Opportunity Employer.
To achieve our mission as a liberal arts college, we continually strive to attract and hire candidates with diverse backgrounds, experiences and identities. Denison fosters a campus community that recognizes the value of all persons regardless of age, disability, ethnicity, gender expression and identity, national origin, race, religion, sexual orientation, or socio-economic background. For additional information and resources about diversity at Denison, please see our commitment to inclusion, diversity, equity and antiracism ( IDEA ) at Denison Forward .
To achieve our mission as a liberal arts college, we continually strive to attract and hire candidates with diverse backgrounds, experiences and identities. Denison fosters a campus community that recognizes the value of all persons regardless of age, disability, ethnicity, gender expression and identity, national origin, race, religion, sexual orientation, or socio-economic background. For additional information and resources about diversity at Denison, please see our commitment to inclusion, diversity, equity and antiracism ( IDEA ) at Denison Forward .
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact the Human Resources Department at (740)587-6299 or by email at
HR@denison.edu
.
colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, colinoncars.com is the ideal place to find your next job.