W2 - Help Desk II (troubleshooting, ticket management, Windows & Mac OS and hardware) - Onsite

The client is looking for Help Desk II

Top Skills & Years of Experience:
-minimum 3 years experience troubleshooting technology support issues
-experience with enterprise level ticket management systems
-experience with maintaining Windows and Mac operating systems and hardware

Nice to have skills:
-experience with ServiceNow (IT Service Management platform)
-experience in a higher education environment

Interview Process: First round - 30-45 min Webex video, Second round - possible

Duration: 06/30/23, possibility of extension

Remote or On-site? On-site, Local candidates or willing to relocate at the candidate's expense.

Position Summary: This position works under the general supervision of the Workstation Operation Lead and performs a variety of technology and customer support troubleshooting tasks in order to provide direct support to the campus community. This is a customer facing position and works with various customers, including faculty, office staff, and campus administration. The person in this position must have strong experience with a help desk ticketing system (ServiceNow preferred), great troubleshooting skills, and great customer service skills. The campus environment consists of Windows & Mac operating systems.

Customer and Technical Support Responsibilities:
1 . Technology support to faculty, staff, and students over the phone, via email, chat and in person while meeting all campus support service objectives (SLOs).
2. Investigate technical issues and escalate tickets as appropriate.
3. Consistently update all open help desk tickets and communicate with the technical support teams and/or customers as appropriate.
4. Follow established procedures for tracking technology problems and solutions.
5. Document troubleshooting steps, technical solutions, and processes in Knowledge Base Articles, templates, and ITSM tool.
6. May provide a limited degree of work guidance and leadership to other help desk personnel.

Minimum Qualifications
3-5 years of experience troubleshooting technology support issues
Experience with enterprise level ticket management systems
Experience in maintaining Windows and Mac operating systems and hardware

Hiqhly Desired Qualifications
Experience with ServiceNow (IT Service Management platform)
Experience in a higher education environment

Knowledqe, Skills & Abilities
Ability to work with customers with varied skill levels in using technology including campus executive staff
Ability to communicate technology concepts to customers clearly in writing and speaking
Ability to rely on experience and judgement to plan and accomplish tasks
Ability to interact respectfully with people from diverse socioeconomic, cultural and ethnic backgrounds
Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and skills