Job Information
University of St. Thomas Technical Support Specialist in Minneapolis, Minnesota
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 will be closed starting December 23 with staff returning on Thursday, January 2. Application review will begin after the holiday break.
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
Salary Range: $56,000 to $60,460
The University of St. Thomas has provided a salary range that represents its good faith estimate of what the University may pay for the position at the time of posting. The specific salary offered will be determined based on factors such as the qualifications of the selected candidate, departmental budget, internal salary equity considerations, and available market information.
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 Date3 weeks ago(12/3/2024 4:12 PM)
Position Number300059
CampusMinneapolis
FLSA StatusExempt/Salaried
Employment TypeFull-Time Staff