OVERVIEW

The University of St. Thomas invites qualified candidates to apply for a Technical Support Specialist position within the department of Service Desk Operations.

The University of St. Thomas embraces diversity, inclusion, and equal opportunity for all. Our convictions of dignity, diversity and personal attention call us to embody and champion a diverse, equitable and inclusive environment. The University is an Equal Employment Opportunity Employer (EEO). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, status as a protected veteran, or other protected characteristic. We are committed to building a skilled team that represents a variety of backgrounds and perspectives. This commitment is consistent with our mission: Inspired by Catholic intellectual tradition, the University of St. Thomas educates students to be morally responsible leaders who think critically, act wisely, and work skillfully to advance the common good. A successful candidate will possess a commitment to the ideals of this mission.

JOIN OUR COMMUNITY

The University of St. Thomas offers a competitive and comprehensive benefits program, which includes:

• Up to 100% tuition remission for employees and dependents upon eligibility

• Up to 50% tuition remission for spouses upon eligibility

• A generous Employer retirement contribution of 9.4% of annual salary upon eligibility

• Medical, dental, and vision options

• Employer-paid disability, life, and AD&D benefits

JOB SUMMARY

The Technical Support Specialist position is responsible for providing customer service, technical support, and general service health maintenance for various technology services at the University of St. Thomas. This role works collaboratively with others as a member of one or more Service Teams to deliver services to faculty, staff, and students at the university. Service Teams work to resolve reported incidents, fulfill service requests, maintain and repair hardware, install and deploy software, and administer backend systems and applications.

Service Desk Operations Technical Support Specialists are assigned to one or more Service Teams and may also assist with support of other services as needed. Services supported by this role may include:

• Service Desk Operations (Primary)

• Secondary Services:

• Windows PC Hardware and Software Support

• macOS Hardware and Software Support

• Print, Scan, & Fax

• Inventory Management

• Application & Desktop Virtualization

• AV and Classroom Support

• Web Conferencing

• Email and Calendar

• Collaboration and File Sharing (Microsoft 365)

• Other services as assigned

ESSENTIAL FUNCTIONS

• Assist with the training, mentoring, and support of ITS student employees.

• Respond to questions and escalated incidents from the ITS Tech Desk in support of First Call Resolution

• Help coordinate the Tech Desk members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members

• Lead teams of students in support of ITS work

• Serve as a trainer and resource to Tech Desk student employees

• Facilitate higher level first-call troubleshooting

• Provide guidance on escalation situations

• Work proactively to maintain service health for assigned primary services.

• Assist leadership with all areas of Service Desk Operations

• Create and maintain detailed documentation in ITS knowledge base

• Champion process and ticketing best practices

• Identify and suggest possible improvements on procedures

• Ensure the adherence of professionalism and expansion of all activities done at the service desk

• Serve as a trainer and resource to clients and peers

• Attend regular meetings and complete assigned project tasks for assigned services and other ITS projects

• Troubleshoot and resolve incidents and fulfill service requests for assigned primary services.

• Communicate with and provide customer service to faculty, staff, and students, both face-to-face and through virtual support tools as needed

• Record all work for incidents and requests in ticketing applications and follow appropriate ITS business processes for inventory tracking and other related processes

• Collaborate with and support other ITS staff members to ensure efficient resolution of client issues and requests. Work collectively to meet team goals for response and resolution

• Provide accurate information on IT products or services

QUALIFICATIONS

Minimum Qualifications

• B.A. or B.S. in an information technology field

• 3 years of experience working in technology support

A combination of work experience, education, and skills may be used for qualification.

HOW TO APPLY

All interested candidates must apply online athttps://www.stthomas.edu/jobs/. Follow the instructions to complete an online application which includes creating or updating an applicant profile, uploading a resume, and completing a job specific application.

In light of its commitment to create and maintain a safe learning and working environment, employment with the University of St. Thomas requires consent and successful completion of a background screening.

Official job posting is available atwww.stthomas.edu/jobs.

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Job Post Information* : Posted Date2 weeks ago(12/3/2024 4:12 PM)

Position Number300059

CampusMinneapolis

FLSA StatusExempt/Salaried

Employment TypeFull-Time Staff