Service desk technician

Job Function

The service desk is the central point of contact for IT services and support for the College staff, faculty and students.

Job Responsibilities

• Support College owned hardware, peripherals, operating systems, and approved software applications.
• Provide support of basic telephony applications such as mobile devices, voicemail, and Automatic Call Distribution.
• Create and maintain support documentation in a central Knowledge Base.
• Utilize a call tracking system for call information; call tracking, resource management and coordination resolution.
• Readily determine the end user’s problem, apply the appropriate skills, and utilize the correct resources to resolve the problem.
• Document and maintain a detailed history of the case notes related to the end user’s problem and ultimate resolution.
• Maintain up-to-date support documentation in a central Knowledge Base.
• Verify end user detail is correct in trouble tracking system address book.
• Travel between campus locations may be required.
• May provide auxiliary support for other CIT teams during peak times.
• Perform related duties as assigned.

Qualifications

• Demonstrated knowledge of hardware devices and software applications.
• Experienced in the use of Microsoft Office.
• Familiar with telephony applications such as mobile phones, and voicemail.