Service Desk Agent

Stony Brook University • Stony Brook, NY

8d • Hybrid

About The Position

The Service Desk Agent will serve as the first point of contact for end-users seeking technical assistance and will mainly be providing Tier 1 support in Customer Engagement and Support to end-users. This individual will be assisting users exclusively over the phone and via email with computer issues; therefore, exceptional listening and questioning skills are essential. Tier 2 support is provided on an as-needed basis. Strong organizational and time management skills with exceptional attention to detail, and strategic and analytical thinking skills with an ability to solve problems and make effective decisions is essential. The Service Desk Agent is expected to provide excellent customer service utilizing clear verbal and written communication.

Requirements

• Bachelor's Degree (or foreign equivalent or higher). In lieu of a degree, a combination of education and relevant experience totaling six (6) full-time years may be considered or a combination of higher education and experience may be considered.
• Two (2) years of full-time experience providing technical support (such as supporting computer and device hardware and software).

Nice To Haves

• Advanced Degree.
• Experience working in higher education or a government entity.
• Working knowledge of two-factor authentication.
• Experience with a ticketing system, such as ServiceNow or TeamDynamix.
• Experience with remote support tools such as Beyond Trust or ScreenConnect.

Responsibilities

• Provide 1st and 2nd level technical support for end users for university owned hardware, software, peripherals and mobile technology via phone, email, Google & IVY chat or in person. This includes but is not limited to diagnosing various operating systems and application issues, as well as hardware related problems as needed.
• Research and document resolutions to technical support issues in the departmental knowledgebase and ticket system. In addition, the incumbent will be required to research and understand new technologies as they develop in order to make recommendations for improving the computing experience of the campus community.
• Responsible for acting as an escalation and troubleshooting support for the Customer Engagement and Support student assistants as they diagnose and repair technical related issues.
• Maintaining service desk metrics. These include first call resolution, time to resolution, abandon rates and customer satisfaction ratings.
• All other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level