Service Desk Technician I

Xavier University • Cincinnati, OH

1d • Onsite

About The Position

Xavier University is seeking a dedicated and mission-driven Service Desk Technician to join our IT team. This role presents an exciting opportunity for an individual who thrives in a collaborative, student-focused environment and is passionate about contributing to work that makes a meaningful impact. At Xavier, our mission is to educate the whole person—intellectually, morally, and spiritually—in the Jesuit tradition. The Service Desk Technician plays a vital part in advancing this mission by working within the Information Technologies division to provide consistent, quality Tier I/II technical support to the Xavier campus community. This includes responding effectively to myriad technical issues and requests made to the Service Desk via email, phone, walkup and self-service. This position also provides mentoring to Xavier’s student helpdesk technicians. The successful candidate will have the opportunity to shape initiatives, strengthen campus services, and help create a community where all members can learn, grow, and succeed.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related degree with 1+ year of experience in an IT support role; or an Associate’s degree with 3+ years of experience in an IT support role.
• Proficiency working with and troubleshooting Windows and Mac operating systems, printers, peripherals, mobile devices (iOS and Android)
• Proficiency working with and troubleshooting Office 365.
• Ability to perform basic PC hardware troubleshooting, imaging and data migration.
• Experience with ITSM/ticketing software, TeamDynamix prefered.
• Excellent customer service and problem-solving skills.
• Excellent oral/written communication skills.
• Ability to thrive as part of a team as well as work independently.

Nice To Haves

• Experience in a higher education environment.
• Experience providing remote support (SCCM, Bomgar, Teams etc.)
• CompTIA A+ certification.

Responsibilities

• Provide first level contact, follow-ups, and resolutions to customer issues.
• Ensure accurate incident recording, documentation and prompt closure of tickets.
• Escalate tickets to an appropriate area or operating unit, as warranted.
• Author internal and public knowledge base articles for documentation and how-to purposes.
• Perform (re)imaging of PCs, migration of user data, and minor desktop/laptop hardware replacement.
• Interact with appropriate vendors as needed to resolve advanced issues.
• Additional duties as assigned.

Benefits

• Comprehensive insurance plans including medical, dental, vision and prescription coverage.
• Tax advantaged accounts including health savings accounts, flexible spending accounts, and dependent care account.
• Financial security via life and long-term disability insurance, accident and illness insurance, and retirement savings plans.
• Generous paid time off work options including vacation, sick leave and holidays.
• Tuition remission for employees and their eligible dependents.

What This Job Offers

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