Unfortunately, this job is expired as of 5/20/2015.
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This position functions as a technician in the Information Technology Services (ITS) Help Desk team. The position provides technical services, solutions and support to all faculty, staff and students of Metropolitan State University of Denver. The position is a resource to all faculty, staff and students, and is responsible for first level of issue identification, troubleshooting, recording, resolution and escalation for MSU Denver supported products and services.
As a core member of the Information Technology Services Help Desk, the successful applicant will serve the Students, Faculty and Staff of MSU Denver by providing technical support for a range of computer hardware, software, peripherals and accounts leveraged by the MSU Denver community.. These duties include but are not limited to the following:
Use, troubleshoot and support MS Windows desktop OS (Windows 7 64-bit, Windows 8) and Microsoft Office Professional 2010/13.
Use and Support Mac desktop OS (10.7+).
Work with BMC Footprints Incident Management platform for case handling.
Troubleshoot mobile operation systems including iOS and Android
Accept incoming support requests via telephone, email, web form and walk-up vectors.
Quickly and thoroughly gather the information required to successfully troubleshoot the reported issue(s), and resolve a high percentage of cases independently.
Escalate complex cases to the appropriate team or individual for further analysis as needed.
Thoroughly document all phases of the customer interaction to ensure case details are effectively captured and novel resolutions are recorded as part of the department’s knowledge repository.
Record and report customer suggestions and feedback to ITS management and staff.
Promote a service-oriented culture.
30% In addition to the above responsibilities, the applicant will also be expected to:
Identify and report trends in reported incidents to Help Desk Management, and provide recommendations for mitigation of high-frequency issues.
Monitor call and ticket submission criticality and volume, taking action to reprioritize team efforts or focus if warranted.
Generate both internal- and end-user facing informational material, forms, reports and metrics as needed.
Ensure knowledge base is current and up-to-date including documentation of processes, procedures and resolutions for use in the knowledge base.
Perform research into both technical challenges and Help Desk best practices, making recommendations on optimal unit operation and identifying opportunities to enhance the campus technology experience for all MSU Denver end users.
5% Other duties as assigned, including general filing and special work project.
2+ years of work experience in an Information Technology, Help Desk or Call Center environment. (Note: 2 years of work experience in a related field is equivalent to 1 year of education.)
Experience providing customer service in an information technology environment.
Experience using, troubleshooting and supporting MS Windows desktop OS (windows 7 64-bit, Windows 8) and Microsoft Office Professional 2010/13.
Experience using and supporting Mac desktop OS (10.7+).
Experience using and troubleshooting standard desktop computing hardware, to include desktop and laptop computers, flat panel monitors, keyboards, mice and printers.
Bachelor’s Degree in a technology-focused field.
Experience using the BMC Footprints Incident Management platform for case handling.
Familiarity with or experience troubleshooting mobile operating systems including iOS and Android.
Experience working in an information technology environment in a higher education setting.
Excellent interpersonal skills and the ability to work well with a diverse population.
Effective organizational skills that include the ability to manage workload, multi-task, and work under pressure with project deadlines.
Ability to establish and maintain effective working relationships with other work units.
Excellent oral and written communication skills.
Experience working with customers with no technology background.
IMPORTANT: In order to be considered as an applicant you must apply via the online application system, www.msudenverjobs.com.
References refers to a list of three professional references and their contact information.
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