IT Support Specialist I
Clarkson University•Potsdam, NY
•$19 - $20•Onsite
About The Position
Acts as the “first line of support” for the entire Clarkson University Community. This person will reside at the Helpdesk counter (currently located on the 2nd Floor, ERC) and serves as the primary point of contact for walk-up and phone call inquiries to the University’s OIT Helpdesk. Provides first-tier support for telephone, media, and computer technology issues within the Office of Information Technology (OIT) organization. Escalates issues as needed to appropriate OIT personnel and delegates all other issues to the appropriate department or team.
Requirements
- High School Diploma or equivalent.
- 2 years relevant experience
- Self-planning and organizing skills enabling one to multitask effectively in an interrupt-driven environment.
- Show flexibility and initiative to anticipate customer needs and has a strong work ethic geared towards strong customer service.
Nice To Haves
- Associate’s Degree in Computer Science or related field.
- 4 years of relevant experience
Responsibilities
- Deliver fast, empathetic, friendly, and effective support to users.
- First point of contact between the user community and OIT, always placing the information technology needs of the user as first priority.
- Ensures that all customer interactions are being logged in the OIT’s ticketing system
- Escalate/delegate issues to other departments, OIT Teams or appropriate Satellites as needed
- Respond promptly to customer requests made by walk-up, telephone, and email
- Support for troubleshooting, password changes, printer accounting, quota increases, media needs, telephone services, and computer sales and services.
- Support for troubleshooting, (onboarding) new accounts, account deactivation.
- Triage for computer repair issues
- Provides diagnosis of faculty/staff/student computer issue, creates a trouble ticket, tags the unit with appropriate ticket tracking information, and then sends the unit out to proper repair channels
- Identify holes in the HelpDesk processes and make recommendations to Senior Help Desk representative and the Manager of Customer Service & Communications for necessary documentation creation and/or procedure changes.
- Performs other appropriate functions incidental to the work described herein.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
