Vacancy expired!
IO Datasphere, Inc. has been providing project management, software development and IT staff augmentation services to our clients in the Midwest and throughout the U.S. since 1996. We are an approved vendor on contract to provide software development and IT staff augmentation services for the States of Illinois, Michigan, Minnesota, Iowa, and Wisconsin. We also provide these services to businesses, as well as local and county governments, in the Midwest and nationwide. Our client is looking for a Help Desk consultant to perform 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.
Tasks- Technology support to faculty, staff, and students over the phone, via email, chat and in person while meeting all campus support service objectives (SLOs).
- Investigate technical issues and escalate tickets as appropriate.
- Consistently update all open help desk tickets and communicate with the technical support teams and/or customers as appropriate.
- Follow established procedures for tracking technology problems and solutions.
- Document troubleshooting steps, technical solutions, and processes in Knowledge Base Articles, templates, and ITSM tool.
- May provide a limited degree of work guidance and leadership to other help desk personnel.
- Experience troubleshooting technology support issues
- 3 years
- Experience with enterprise level ticket management systems
- Experience with maintaining Windows and Mac operating systems and hardware
- Associate’s degree in a related field or equivalent experience
- Experience with ServiceNow (IT Service Management platform)
- Experience in a higher education environment
Vacancy expired!