IT Service Desk Representative

City of College Station•College Station, TX

About The Position

Under general supervision, ensures proper computer operation so end users can accomplish business tasks. The role receives, prioritizes, documents, and actively resolves end-user help requests, escalating incidents when appropriate and necessary to maintain service-level expectations. Resolving problems may involve diagnostic and help-request tracking tools, telephone support, and hands-on desktop assistance. This is a part-time internship designed to provide experiential learning in the technical, organizational, and practical aspects of technology support services. The intern provides help-desk-level customer service and resolves end-user requests, using diagnostic and help-request tracking tools and providing hands-on desktop assistance as needed.

Requirements

High school diploma or GED equivalent.
Current enrollment as an undergraduate student in Computer Science, MIS, BCIS, or a related field.
Texas Driver’s License.
Ability to attend work regularly and learn new technical skills quickly and efficiently.
Knowledge of advanced computer hardware, including desktops, laptops, portable computing devices, network printers, scanners, and tablets.
Knowledge of operating systems, including Microsoft Windows 7 and higher.
Supportable knowledge of Microsoft Office Suite, Adobe Reader, and Internet Explorer Web Browser.
Strong written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly, business-friendly, and technical language.
Highly self-motivated and directed, with keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Ability to perform essential duties while sitting for extended periods, operating keyboards and other computer components, and lifting and transporting moderately heavy objects such as computers and peripherals.

Nice To Haves

ITIL Foundations Certification.
Experience in a Service Desk environment.
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
Experience with operating systems including Microsoft Windows 7 and higher, iOS, and Android.

Responsibilities

Field incoming service desk incidents and requests, providing courteous and timely initial support in compliance with organizational service-level agreements.
Document end-user identification information and conduct post-resolution follow-ups to confirm resolution and user satisfaction.
Provide first-level incident and request response and resolution across IT services using knowledge of operating systems, equipment, applications, and diagnostic troubleshooting utilities.
Record, track, and document service desk requests and incidents, including decisions and actions, through final resolution.
Refer more difficult incidents or non-routine requests to an appropriately experienced technician or Technology Services Specialist when required.
Prioritize, schedule, and escalate problems; evaluate documented resolutions; test fixes; analyze trends to prevent future problems; and alert management to emerging incident trends.
Learn the software and hardware used and supported by the organization, and access software updates, drivers, knowledge bases, and FAQ resources to assist with problem resolution.
Create and manage knowledge documents for recurring incidents and requests for internal IT personnel and end users.
Assist with software releases and roll-outs according to change management best practices.
Perform other related duties as assigned or required.