Service Desk Specialist (Part-Time)

Texas A&M University System • Killeen, TX

1d • Onsite

About The Position

The Service Desk Specialist provides positive customer experiences and solutions while supporting the Texas A&M University – Central Texas IT service desk. This position interacts with customers, provides comprehensive support for user accounts, provides basic IT support, maintains various documentation for the IT Department, escalates more complex problems and questions to Tier 2 and Tier 3 tech support, routes customers to the appropriate department when needed, follows up with customers, and ensures all requests are handled to the customers' satisfaction.

Requirements

• High School Diploma or GED
• Two years of related experience in IT.

Nice To Haves

• Two years of experience in the operation of computer equipment and software.
• One year of experience in customer service.
• Mac OSX proficiency
• experience with TAMUCT online services (i.e. Canvas, WarriorWeb, myCT, O365, etc)

Responsibilities

• Assist with the onboarding of student/staff/faculty accounts and ensure their credentials work on various platforms (i.e. Warrior Web, Canvas, University email, etc)
• Assist with locked accounts and password resets.
• Provide assistance to users for connecting to the eduroam wireless network, configuring email on personal devices (i.e. phones, tablets, laptops, etc), and showing them where to find additional support information on the website.
• Answer phone calls to the service desk, provide account assistance, and/or route to the correct department/person if needed.
• Answer basic hardware and software questions (i.e. “How do I…”) and perform basic troubleshooting on both University and personally owned devices.
• Assist faculty/staff with submitting support tickets for items that require escalation to Tier 2 or Tier 3 support.
• Issue out IT Department equipment as needed.
• Issue ID cards for student/staff/faculty.
• Enter service desk information into local knowledgebase software.
• Keep IT department guides and handouts up to date.
• Keep the IT department knowledge base and support documentation up to date with relevant information.
• Other duties or projects as assigned

Benefits

• Employee Assistance Program
• University Holidays

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED