Service Desk Technician

Seattle University•Union, NJ

1d•Hybrid

About The Position

Seattle University is seeking a Service Desk Technician to join their team. This role is responsible for monitoring incoming service channels and the ticketing system, responding to customer requests in a timely manner, and providing support in person, over the phone, by email, and remotely. The technician will accurately record customer issues in the ticketing system (currently Jira), provide support for various incidents and requests, and maintain and update support documentation. They will take ownership of customer issues from first contact through resolution, collaborating with other ITS team members to determine and provide solutions. Marginal functions include performing other duties as assigned.

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.
All positions at Seattle University require a criminal history background check.

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 the 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.

Benefits

Three different medical plans
Dental insurance
Vision insurance
Life insurance
Short-term disability coverage
Long-term disability coverage
Up to a 10% employer contribution for retirement benefits (5% nonelective employer contribution and dollar-for-dollar match up to 5% of voluntary contributions)
100% paid tuition benefits for the employee and dependents
Subsidized transportation benefit
Wellness program with free access to an onsite fitness facility
Wide variety of campus events
Generous holiday schedule
Paid Holiday break closure in December
Vacation leave
Paid sick leave
Paid community service leave