Bethel University

  • IT Support Specialist

    Posted Date 1 week ago(6/13/2018 8:59 AM)
    ID
    2018-1217
    Position Number
    ITF088
    # 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

    • Support operations through fulfilling requests and assigned cases for first tier service (via phone, email, and face to face) and second tier user support for PC hardware/software issues and secondary case management through taking ownership of the case and finding solutions for end users.
    • Provide ongoing documentation, assessment and development of Service Desk and Desktop Services infrastructure systems and processes for end users.
    • Assist ITS student workers with case resolution through training, mentoring and equipping with the knowledge and skills to find solutions.
    • Develop and maintain classroom and lab Windows images and software deployments, and customize per end user needs ensuring the effective functioning of all resources.
    • Provide on-call rotation and high priority classroom support for the after-hours calls received at the Help Desk.

    Required Skills

    • Demonstrated ability to apply analytical and critical thinking skills to resolve issues and identify solutions
    • Working knowledge of Windows PC’s and Macintosh computers
    • Familiarity with mobile operating systems
    • Understanding of basic networking
    • Experience with Active Directory
    • 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
    • Basic knowledge of remote support tools

    Required Experience

    2+ 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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