User Services Specialist

Grambling State University Inc•Grambling, LA

24d

About The Position

The User Services Specialist is the frontline of IT support, providing customer service, case triage, and laptop/equipment management. This role ensures smooth daily operations while driving improvements through reporting and analysis.

Requirements

Bachelor's in business Admin, CIS, or Technology related field
1-2 years in customer service, IT support, or help desk operations
Strong communications skills and ability to troubleshoot Tier 1 issues
Experience with helpdesk tracking/ticketing software.

Responsibilities

Serve as the first point of contact for IT inquiries in person, by phone, email and chat.
Greet users, manage QR code sign-ins, and ensure courteous, timely resolution or escalation of issues.
Build rapport with users through strong listening and communication skills.
Triage and assign all incoming IT requests through helpdesk tracking software.
Prioritize incidents and service requests to meet defined SLAs.
Document case details, troubleshooting steps, and resolutions.
Use remote services to aid in issue resolution.
Generate weekly helpdesk reports highlighting trends, volume, and resolution times.
Identify recurring issues and recommend areas for process improvement to IT leadership
Document and implement improvements through Standard Operating Procedures (SOP)
Set up new employee laptops and manage equipment returns with proper forms.
Track inventory and ensure compliance with IT asset management policies.