IT Service Center Specialist

University of Dayton, Ohio•Dayton, OH

1d•Onsite

About The Position

Join the IT Service Center as an IT Service Center Specialist, where you'll provide frontline technical support to students, faculty, and staff while making a direct impact on the campus community. This is a full-time position with a comprehensive benefits package, including health, dental, retirement, paid vacation and holidays, and tuition assistance. The IT Service Center Specialist answers incoming IT Service center requests. The specialist will troubleshoot computers and assign service requests to appropriate departments, escalate issues and attempt to resolve at first level by walking the customer through the steps to resolve or assisting with the use of remote management. The role will also be responsible for making sure just-in-time support for campus learning spaces is provided and assist with service center operations including test scoring within agreed upon SLAs. The ideal candidate will possess a strong mix of both technical and interpersonal skills.

Requirements

High school diploma or equivalent.
Two or more years of prior customer service experience.
Excellent written and verbal communication skills with the ability to support customers with a wide range of technical proficiency.
Strong analytical and problem solving skills.
Ability to develop creative solutions to technically challenging problems.
Capable of working under considerable pressure while also managing multiple tasks and priorities.
Motivated self starter; must be able to work independently and in a team setting.
Ability to produce consistent, high quality results with significant attention to detail.
Strong interpersonal, leadership, and team communications skills are essential.
Aptitude to provide excellent technical support via the phone, in person or through remote management tools.
Effective organization, time management, prioritization, follow up and follow through skills.
Currently authorized to work in the United States on a full-time basis.

Nice To Haves

Prior experience using customer relationship management or work order ticketing systems.
Two years of experience in a technical support role or an Associate's degree.
Knowledge of Windows and Mac operating systems.
Experience with Knowledge Centered Support and basic understanding of ITIL best practices.
Higher education IT support experience.

Responsibilities

Answers incoming IT Service center requests.
Troubleshoots computers and assigns service requests to appropriate departments.
Escalates issues and attempts to resolve at first level by walking the customer through the steps to resolve or assisting with the use of remote management.
Provides just-in-time support for campus learning spaces.
Assists with service center operations including test scoring within agreed upon SLAs.
Documents processes, policies, and procedures in a timely basis.