IT Service Desk Technician

DePaul•Rochester, NY

3d•$21 - $21

About The Position

The Service Desk Technician is an internal support role that monitors and responds to day-to-day technical support requests across multiple on-premises and SaaS products and services. This role provides both remote and in-person support and works closely with other IT resources to ensure timely resolution and a positive customer experience. Why work for DePaul? Make a positive difference in someone's life Supportive work environment We value diversity Opportunity for professional development and career advancement Excellent benefits Competitive wages from $21-$21.30/hour The Service Desk Technician will work to maintain outstanding “Level 1” support through high-quality service delivery. To do so they will first strive to understand requests or issues from the user’s perspective and the impact on business process(es). They will develop and maintain a knowledge of current agency business processes, and general operational and regulatory requirements as they relate to technology services and look for opportunities to educate users on the appropriate use of technology. They will consistently monitor work queues and other channels, ensuring that all customer contacts are ticketed and properly documented. They will rely on experience and judgment to plan, prioritize work, and accomplish goals. They will support Incident Management, Major Event Management, Problem Management, Knowledge Management, Request Fulfillment, Asset Management, and Access (Account) Management processes to ensure high quality support that is effective, professional, and prompt. This job description does not include every function/responsibility. There may be a need to perform other duties as assigned. OTHER RESPONSIBILITIES TO INCLUDE: Ensuring the proper level of knowledge of, and adherence to, all established processes and procedures. Proactively contributing to the development and maintenance of Service Desk and user facing documentation. Maintaining working knowledge of systems and technologies used by the agency. Supporting collaboration with other functional areas within IT. Tracking the status of issues and requests to ensure that customers are updated throughout the process. Identifying and recommending process improvements to IT leadership. Escalating issues or concerns as appropriate. Ensuring that activities follow department policies and all appropriate Corporate Compliance policies. Supporting projects, programs and upgrades as needed. Any other duties as assigned.

Requirements

Associate’s degree or equivalent professional experience in a technical support environment.
Has experience with Level 1 support of cloud-based and desktop applications (including Microsoft 365).
Has experience supporting Windows OS 10 and 11 and related hardware.
Has a solid understanding of the role of Active Directory in managing network user accounts.
Outstanding interpersonal and customer service skills, including written and verbal communications.
Strong analytical and problem-solving skills.
Thrives on problem-solving, diagnosis and troubleshooting.
Excellent organizational skills and attention to detail.
Manages priorities, workload, and time effectively.

Nice To Haves

Holds certifications or has gained specific knowledge of ITIL Foundations or related ITIL concepts.

Responsibilities

Ensuring the proper level of knowledge of, and adherence to, all established processes and procedures.
Proactively contributing to the development and maintenance of Service Desk and user facing documentation.
Maintaining working knowledge of systems and technologies used by the agency.
Supporting collaboration with other functional areas within IT.
Tracking the status of issues and requests to ensure that customers are updated throughout the process.
Identifying and recommending process improvements to IT leadership.
Escalating issues or concerns as appropriate.
Ensuring that activities follow department policies and all appropriate Corporate Compliance policies.
Supporting projects, programs and upgrades as needed.
Any other duties as assigned.