Job No: 500449
Work Type: Staff Full Time (1500 hours or greater)
Location: Dayton, OH
Category: University Staff
Department: IT Serv Cntr - 206821
Pay Grade: VI - Non Exempt
Advertised: October 17, 2022
Applications close: Open until filled
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Join UDit, where we strive to creatively, efficiently and rapidly identify, build, secure and sustain the information infrastructure, knowledge systems and support processes that make possible the excellent work of our University for the Common Good. We invite qualified applicants to apply for our IT Service Center Specialist opening! This is a full time benefit eligible position that offers health, dental and vision insurance, retirement, disability, tuition assistance for employee and dependents, vacation/sick accrual and holiday pay.
The IT Service Center Specialist answers incoming IT Service center requests. The specialist will troubleshoot computers and assign service requests to appropriate departments, escalate issues and attempt to resolve at first level by walking the customer through the steps to resolve or assisting with the use of remote management. The role will also be responsible for making sure just-in-time support for campus learning spaces is provided and assist with service center operations within agreed upon SLAs. The ideal candidate will possess a strong mix of both technical and interpersonal skills.
Two or more years of prior customer service experience.
Excellent written and verbal communication skills with the ability to support customers with a wide range of technical proficiency.
Strong analytical and problem solving skills.
Ability to develop creative solutions to technically challenging problems.
Capable of working under considerable pressure while also managing multiple tasks and priorities.
Motivated self starter; must be able to work independently and in a team setting.
Ability to produce consistent, high quality results with significant attention to detail.
Strong interpersonal, leadership, and team communications skills are essential; must be able to document processes, policies, and procedures in a timely basis.
Aptitude to provide excellent technical support via the phone, in person or through remote management tools.
Effective organization, time management, prioritization, follow-up and follow-through skills.
While not everyone may possess all of the preferred qualifications, the ideal candidate will bring many of the following:
Associates, undergraduate degree or demonstrated work related experience.
Knowledge of Windows and Mac operating systems.
Familiarity with Active Directory.
Experience with Knowledge Centered Support Basic understanding of ITIL best practices. Higher education IT support experience.
Experience working with socially and culturally diverse communities
Special Instructions to Applicants
To apply please submit a cover letter addressing each minimum qualification and any applicable preferred qualifications that you meet.
A federal court on December 7, 2021, issued a ruling that suspends the COVID-19 vaccine requirement that applies to federal contractors nationwide. With this development, the University will pause any enforcement action against employees who have not complied with the requirement to be fully vaccinated by Dec. 8, 2021 or to have requested an exemption to maintain their employment status.
The University will continue to monitor the state of the pandemic on campus and in the community as well as developments in federal and state requirements, and also will continue to regularly consult with public health officials and our medical panel. As has been the case throughout the pandemic, our protocols and requirements are subject to change depending on conditions on campus or in our community, and government requirements.
Informed by its Catholic and Marianist mission, the University is committed to the principles of diversity, equity, and inclusion. Informed by this commitment, we seek to increase diversity, achieve equitable outcomes, and model inclusion across our campus community. As an Affirmative Action and Equal Opportunity Employer, we will not discriminate against minorities, women, protected veterans, individuals with disabilities, or on the basis of race, color, national origin, religion, sex, sexual orientation or gender identity.