ITS Service Desk Specialist I

Apply now Job no: 494495
Work type: Staff
Location: Big Rapids, MI 49307
Categories: Clerical

Position Title: ITS Service Desk Specialist I  
Location: Big Rapids (Main Campus)  
Advertised Salary: $17.3054 - $22.0270 hourly rate pursuant to the FSU and CTA/MEA-NEA Agreement  
FLSA: Non-Exempt  
Temporary/Continuing:  Continuing  
Part-Time/Full-Time: Full-Time  
Union Group: Clerical-Technical Association (MEA-NEA)  
Term of Position: 12 Month  
At Will/Just Cause: Just Cause  
Summary of Position: Responsible for working within a team environment to provide timely, effective first level customer support to faculty, staff, students, and the University community in a multi channel environment. Directs work of specialized teams when needed, and is the customer’s advocate as appropriate. This is a CTA Bargaining Unit position.

Position Type: Staff  
Required Education: Associate degree in computer information science or in an appropriate field.

The requirements listed are representative of the knowledge, skill, and/or ability required. Any equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities may be considered. Equivalency for education is two years of related work experience equals one year of education.
Required Work Experience: Demonstrated experience and practical knowledge of software products such as the current version of Microsoft Office and Windows, web browsers, operating systems, PC hardware operation and network connectivity troubleshooting. Two years work experience in customer support.

Required Licenses and Certifications:    
Physical Demands:
  • Office Environment
  • Repetitive Movement
  • Sitting
  • Standing
  • Twisting
Additional Education/Experiences to be Considered: One year of demonstrated work experience working with call logging/service management software, and providing computer technical customer support. Familiarity with Information Technology Infrastructure Library (ITIL) processes. Experience with Apple computers. Supervisory experience. Experience in an educational environment.

May be required to have the first two levels of certifications from the Help Desk Institute (HDI-CSR, and HDI-CSA or HDI-DST), or obtain within 6 months of hire date.

Essential Duties/Responsibilities: Log all customer contacts into the work order management system with clear concise language. Gather information, analyze, and resolve or reassign support inquires. Ensure proper work order handoff/escalation to appropriate support teams as needed.

Assist internal and external customers with various systems, hardware, and software applications. Attempt to resolve customer concern by guiding customers through troubleshooting steps based on knowledge and training, best judgment, and established documented instructions, or by providing explanation and interpretation of departmental and University policies and procedures. Assist faculty, staff and students by resetting passwords, or troubleshooting account issues in various systems. Use remote management technology tools as appropriate to resolve customer issues, including installing patches, updating software, and well as running demonstrations.

Use the best practices of customer service while interacting with customers via phone, email, remote tools, chat, and/or in person.

Perform work duties according to the campus and department policies, procedures, standards and guidelines. Strive to meet departmental service management and individual performance goals.

Keep management informed of trends, significant issues, and expected delays. Be the customer’s advocate as appropriate.

Keep customers informed of progress on issues that cannot be resolved on first contact.

Work with university staff to efficiently deploy resources in IT emergency level situations.

Provide training and mentoring to student employees and encourage them to follow proper procedures and utilize resources available to them. Assist them in learning new skills.

Take an active role in meetings, committees, projects, and outside professional groups as requested or assigned.

Assist in the development and management of documentation, training materials, procedures and policies.

Independently perform/coordinate responsible support functions which may focus on a specialized area(s).

May also perform deskside support at customer locations for employee training purposes and for workload assistance in second level support areas.

Stay informed of technology advancements, especially those that will assist with providing quality support of customers.

Participate in required training for both technical and interpersonal skills.

Achieve and maintain industry standard certifications as required.

Reports directly to immediate supervisor as assigned.

Responsible for following University and departmental policies and procedures, particularly those related to the proper use and administration of IT systems.

Responsible for maintaining the confidentiality of designated information.

Marginal Duties/Responsibilities: Lift, move and relocate computer hardware.

May need to work varied hours depending on customer demand and coverage needs.

Skills and Abilities: Analyze and resolve computer problems.

Apply the rules of proper grammar, spelling and punctuation.

Document work in progress.

Effectively work in a team with support staff and technicians.

Express technical information and procedures in a clear and effective way both over the phone, in person and in writing.

Follow customer service standards and procedures.

Interact positively and effectively with a diverse group of staff, University and community population to assess the customer needs.

Learn and adapt to changing technological advances.

Use a variety of software systems and be able to train others on how to use them.

Work in a sometimes stressful environment with tact and diplomacy.

Work independently, use sound judgment

Required Documents:
  • Cover Letter
  • Resume
  • Unofficial Transcript 1
Optional Documents:    
Special Instructions to Applicants: Transcript 1 (REQUIRED): Applicants must attach a copy of unofficial transcript of Associate’s degree from an accredited college or university.

Transcript must include: Institution name, applicant name, date degree attained, degree awarded. Finalist will be required to submit an official transcript.
Initial Application Review Date:
Open Until Position is Filled?: Yes  
Posting Close Date:
EEO Statement: Ferris State University, an Affirmative Action/Equal Opportunity employer, is committed to enhancing equity, inclusion, and diversity within its community. Ferris offers employment opportunities to qualified candidates seeking careers in a student-focused environment that values opportunity, collaboration, diversity and educational excellence.  Learn more about the Ferris Mission and community at The University actively seeks applications from women, minorities, individuals with disabilities, veterans, and other underrepresented groups. For more information on the University’s Policy on Non-Discrimination, visit: Ferris Non-Discrimination Statement.  

Advertised: Eastern Daylight Time
Applications close:

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