Bethel University

Service Desk Specialist

3 weeks ago
ID
2017-1083
Position Number
ITF082
# of Openings
1
Category
Info Technology Services
Type
Full-Time
FLSA Status
Exempt
Months per year
12
Benefit Eligible
Benefit Eligible

Job Summary

Provides advance support for customers seeking IT solutions.

Responsibilities

  • Supports operations through fulfilling requests and assigning cases for service via phone, online and walk-in customers.
  • Assists and mentors student workers with customer interactions. 
  • Creates and maintains support documentation as needed related to service, support and academic / educational programs.
  • Works with infrastructure team to support network and systems related requirements for classrooms, labs and other educational systems. 
  • Serves in on-call rotation and other duties as assigned 

Required Skills

  • Working knowledge of Windows PC’s and Macintosh computers.
  • Familiarity with mobile operating systems
  • Understanding of networking
  • Solid troubleshooting skills.
  • Outstanding customer service skills.
  • Strong written and verbal communications skills.
  • High comfort level working directly with customers.
  • Experience with ticket/case management systems

 

Required Experience

1+ years of specific functional experience; Prior experience in IT or call center preferred.

Required Education

Bachelor degree required.

Additional Information

  • Must be able to work in a sitting job at a computer for extended periods of time. Daily activities involve frequent interruptions and re-tasking. 
  • 1 FTE, 12 months per year position. 

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