Represent the university in a professional manner while providing first tier support for the institution as a technician in the Enterprise Service Desk. This position provides support through various modes of service to students, faculty, staff and the general public. Maintains knowledge of all call center processes and systems. Promptly responds to, documents, escalates or resolves incidents, and service requests. Promote information security best practices, and follow confidentiality procedures.

This position will work 12:30 pm - 6:00 pm shift

• First Point of Contact for Troubleshooting and Issue Resolution: Serve as the initial point of contact for students, faculty, staff, and general public seeking technical assistance or reporting incidents. Provide prompt support and effective resolution through various communication channels, including phone calls, chat, in-person interactions, and user-submitted tickets. Guide future, new, transfer, and continuing students regarding enrollment services, records, financial aid, etc. Troubleshoot, diagnose and escalate or resolve first-tier technical problems including hardware, software, network, or application-related issues.
• Incident and Service Request Processing: Create and track tickets, providing prompt resolution to issues. Triage incidents and service requests, ensuring they are properly recorded and escalated when necessary. Report critical incidents or complex technical problems, following established procedures and service level agreements. Ensure that tickets are completed with a high level of customer satisfaction.
• Customer Service and Communication: Deliver exceptional customer service, demonstrating strong interpersonal skills and active listening to understand users' concerns, questions, and technical needs. Communicate information in a clear and understandable manner, adapting communication style to suit the user's level of understanding. Follow confidentiality procedures, including federal and state laws and regulations, and institutional policies, including FERPA.
• User Training and Education: Provide basic training and guidance to users on the effective use of technology, software applications, and self-help resources. Promote information security best practices and ensure adherence to IT policies. Share knowledge and provide step-by-step guidance on institutional processes and procedures.
• Other duties as assigned

Graduation from a standard senior high school or the equivalent and two years of any combination of computer-related education and/or technical support and customer service experience related to the Summary of Duties.
Knowledge
1.Knowledge in troubleshooting hardware, software, network, and application-related issues.
2.Knowledge in ticket management.
3.Knowledge of security best practices and confidentiality.
4.Knowledge of higher education processes and procedures.

Skills
1. Customer service and interpersonal skills.
2. Skills in active listening and comprehension.
3. Verbal and written communication skills.
4. Skills in documentation and record-keeping.
5. Skills in conflict-management and de-escalation techniques.

Abilities
1.Ability to work both independently and as part of a team.
2.Ability to multi-task and practice time management.
3.Ability to work well with people of diverse personalities and backgrounds.
4.Ability to communicate technical concepts to non-technical users.
5.Ability to remain calm and patient in challenging situations.