Service Desk Technician 1

Seattle University

11d • $48,000 - $55,000 • Hybrid

About The Position

Information Technology Services (ITS) provides high touch, high quality customer service to our community of faculty, staff, and students. We are looking for a results-oriented Service Desk Technician 1 to bring strong skills and experience to our diverse team. The Service Desk Technician will work as part of a team consisting of multi-level technicians and reports directly to the Director of Customer Experience.

The individual in this position will provide technical support faculty, staff, and students. They will analyze, troubleshoot, and resolve or escalate issues related to classroom and computer hardware, software, network services, remote access, etc.

Requirements

• A demonstrated commitment to diversity, inclusion and equity, and the ability to live out the university’s mission, vision, and values.
• Previous experience providing front-line technical support.
• Previous experience with incident management, problem management, and knowledge base tools.
• Strong understanding of ITIL best practices.
• Proficiency in supporting PC/Mac computing environments and applications.
• Proficiency in supporting basic A/V equipment.
• Demonstrated customer service orientation and the ability to organize, analyze, prioritize, and problem-solve within a fast-paced environment.
• Ability to communicate difficult/sensitive information tactfully.
• Ability to remain calm, maintain perspective, and respond in a professional manner when faced with tough situations.
• Advanced analytical and technical problem-solving skills.
• Self-starter with attention to detail, flexibility, and the ability to adhere to project specifications and timelines.
• Demonstrated ability to produce effective, professional, and accurate written correspondence.
• Personal accountability for project timelines and milestones.
• Ability to work successfully individually and in a team-oriented environment.
• Active listener to ensure client and team needs are fully understood and met
• Ability to exercise sound judgment in complex situations.
• Experience using and supporting a service management system to process and prioritize work assignments.

Nice To Haves

• Experience working in higher education.
• Experience with SharePoint issues.
• CompTIA A+ certificate.
• Working knowledge of computer repair and iPhone troubleshooting
• Intermediate to advanced knowledge of MacOS support.

Responsibilities

• Monitor incoming service channels and ticketing system and respond to customer requests in a timely manner.
• Provide support in person, over the phone, by email, and remotely.
• Accurately record customer issues in the ticketing system (currently Jira).
• Provide support for a variety of incidents and requests, including but not limited to print issues, shared drive access, account and network issues, software installs, device reprovisioning, etc.
• Maintain and update support documentation to assist in information sharing within the team and in the external knowledge base.
• Take ownership of customer issues from first contact and take accountability for the solution and customer experience through resolution.
• Collaborate with other ITS team members to determine and provide solutions.
• Perform other duties as assigned.

Benefits

• Seattle University provides generous leave, health plans, and retirement contributions that add to your total compensation package.
• Choose from three different medical plans, a dental, and vision insurance programs.
• Protect your income with life, short & long-term disability coverage.
• Plan for your future with up to a 10% employer contribution for retirement benefits, comprised of a 5% nonelective employer contribution and an additional dollar-for-dollar match of your voluntary contributions up to a maximum of 5%.
• You may also take advantage of 100% paid tuition benefits for the employee and dependents, a subsidized transportation benefit, a wellness program with free access to an onsite fitness facility, and a wide variety of campus events.
• Enjoy a generous holiday schedule, including a paid Holiday break closure in December, vacation and paid sick leave, and paid community service leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed