IT Service Specialist

StrataTech Education Group • Phoenix, AZ

2d

About The Position

Responsibilities: Issue Resolution Actively address and resolve technical and usability issues experienced by the Staff and Students. Adhere to OLA and SLA metrics defined in the Incident Management process. Adhere to the Incident Management process, defined by Tulsa Welding Schools. Frequently communicate with Staff and Students on status, next steps and resolution of open tickets. Procure, Install and configure new equipment and services to Campus Incident Prevention Identify recurring incidents, determine root cause and advise resolution to IT Team Ensure technologies are operational and optimized for expected use by Campus Staff and Students Proactively address and resolve concerns that could lead to potential incidents. On-board and off board employees and students in a timely, seamless manner, including the distribution of student equipment and tracking of assets. Attend student orientation to ensure smooth and positive initial student experience. Support the course readiness process by ensuring Staff and Students have access to their courses and content. Communications Communicate often to Campus Staff and students on status of current incidents, steps taken and remaining steps to resolution. Develop and conduct training associated with newly developed and deployed functionality. Participate in the deployment of new systems through testing, training and supporting adoption. Foster an open and approachable environment where staff and students are welcome to report and discuss issues and concerns. Service Improvement Contribute to overall IT service improvement initiatives and projects, ensuring successful rollouts with minimal incidents. Participate in Campus initiatives and projects designed to improve academic delivery. Reputation Operate and contribute to a Customer Service-minded perception of IT.

Requirements

• A Technical degree or certification desired.
• Must be service-oriented with a natural inclination to improve the campus environment.
• Proven IT field service or help desk experience, supporting 50 - 250+ users, preferred.
• Strong ability to troubleshoot, test, repair and service technical equipment
• Must have very strong background in desktop and software support
• Ability to work a flexible schedule and adapt to changing work schedules to ensure availability to support Staff, Students and Faculty when they need it

Nice To Haves

• Bachelors of Science in Technical or Engineering discipline, preferred.
• Experience supporting SIS, LMS, CRM and learning components desired.

Responsibilities

• Actively address and resolve technical and usability issues experienced by the Staff and Students.
• Adhere to OLA and SLA metrics defined in the Incident Management process.
• Adhere to the Incident Management process, defined by Tulsa Welding Schools.
• Frequently communicate with Staff and Students on status, next steps and resolution of open tickets.
• Procure, Install and configure new equipment and services to Campus
• Identify recurring incidents, determine root cause and advise resolution to IT Team
• Ensure technologies are operational and optimized for expected use by Campus Staff and Students
• Proactively address and resolve concerns that could lead to potential incidents.
• On-board and off board employees and students in a timely, seamless manner, including the distribution of student equipment and tracking of assets.
• Attend student orientation to ensure smooth and positive initial student experience.
• Support the course readiness process by ensuring Staff and Students have access to their courses and content.
• Communicate often to Campus Staff and students on status of current incidents, steps taken and remaining steps to resolution.
• Develop and conduct training associated with newly developed and deployed functionality.
• Participate in the deployment of new systems through testing, training and supporting adoption.
• Foster an open and approachable environment where staff and students are welcome to report and discuss issues and concerns.
• Contribute to overall IT service improvement initiatives and projects, ensuring successful rollouts with minimal incidents.
• Participate in Campus initiatives and projects designed to improve academic delivery.
• Operate and contribute to a Customer Service-minded perception of IT.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree