IT Service Desk-Associate

UT Health San Antonio • San Antonio, TX

1d

About The Position

Under direct supervision, responsible for providing procedural or operating assistance and support to faculty, staff and students for all Information Technology applications, products and services. Complex and/or high priority problems are elevated to specialized support groups within IMS for resolution when needed. Responsible for ensuring that an effective solution is provided to the user.

Requirements

• Knowledge of current computing, networking and communications systems and ability to perform effectively with an understanding of institutional policies and activities.
• Familiarity and ability to operate a wide range of standard office automation products and equipment.
• Strong analytical skills and ability to problem solve and troubleshoot hardware and general IT issues.
• Ability to learn and support new technologies and work with teams to provide input on improvements to existing processes and systems.
• Demonstrated ability to organize and coordinate work within schedule constraints and handle emergent requirements in a timely manner.
• Strong verbal, written and interpersonal communication skills.
• Detail oriented with good organizational skills while balancing multiple priorities.
• Ability to communicate effectively orally, by phone, in person and in writing.
• High School Diploma or GED equivalent is required.
• This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.

Nice To Haves

• Associate's degree in an IT related field is preferred.
• Previous customer service, classroom technology or technical support experience is preferred.

Responsibilities

• Provides first level support for all IMS related services to include general operator type services (i.e. routing of phone calls throughout the university), answering user questions, troubleshooting technical problems, teaching or instructing customers on the basic functions of supported software applications or hardware functionality, and communicating IMS policy.
• Serves as the campus operator by routing incoming calls to the appropriate person and/or department.
• Determines the most effective manner to resolve the client's technical issue and properly escalate unresolved issues to the next level of support.
• Consults with IT Specialist when necessary.
• Creates tickets on behalf of the customer for all technical problems reported. These tickets will be entered into the IMS ticket system and contain all pertinent information regarding the issue and the steps taken to resolve or tried before escalating to the next level of support.
• Provides status updates to customers on their tickets submitted to IMS.
• Verifies knowledge base articles to ensure they are accurate.
• Performs all other duties as assigned.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED