IT Service Desk Associate

About Us Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower over 50,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision. Come Take Flight at KSU! Location (Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144. Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060. Job Summary Responds to telephone, email, chat, and in-person technical support requests. Accurately diagnoses and resolves advanced computer, application, system, access, and performance issues. Utilizes ITSM knowledge base and other online resources to research, troubleshoot, and deliver solutions. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents all work performed using ITSM system. Escalates problems to appropriate levels or teams to achieve issue resolution. Trains and mentors less experienced team members. May support campus hardware and/or software installation and upgrade initiatives. Fulfills all service level standards for response time and quality. Key Responsibilities Responds professionally to all customer inquiries in a timely manner using all relevant modes - telephone, email, ITSM ticket system, chat, video, or in-person Attempts to resolve user issues on first contact using ITSM knowledge base, remote assistance tools, online resources, team collaboration and comprehensive troubleshooting Thoroughly documents troubleshooting steps, collects required information, and properly categorizes all customer inquiries in the ITSM ticket system following established procedures Navigates and resolves a broad range of undocumented/complex issues using experience and research to find solutions Performs advanced troubleshooting, documents all work performed and collects appropriate data to resolve technical issues prior to resolution or escalation Addresses user problems utilizing experience and research to find potential solutions Routinely addresses advanced technical issues and escalates as appropriate Communicates with customers in a timely manner and verifies that issues are satisfactorily resolved Systematically interprets user problems and identifies solutions and possible side effects Creates and maintains support documentation in the ITSM knowledge base Assists customers at the Walk-Up Support Window with IT equipment checkout or with questions about campus hardware or software Assists with providing timely campus communications regarding the operational status of systems and services Mentors, trains, and handles escalations from other service desk and/or student staff May direct student employees or step in for managers as needed Ensures that solutions follow UITS and KSU policies and best practices Required Qualifications Educational Requirements High school diploma or equivalent Required Experience Two (2) years of technical support experience, customer service experience or a combination of the two. Preferred Qualifications Preferred Educational Qualifications An undergraduate or advanced degree from an accredited institution of higher education in a related field Proposed Salary The budgeted range is $17.42 to 21.46 per hour. Offers are based on relevant experience. Comprehensive benefits to include Medical, Dental, Vision, 13 paid holidays, vacation, generous retirement plans, tuition waiver, wellness options, and much more! Visit hr.kennesaw.edu/benefits. Abilities Knowledge, Skills, & Abilities Proficient ability to install, configure, troubleshoot, and support common desktop applications Comfortable providing remote support using all available means, such as telephone, chat, video, in-person, and remote-assistance tools Able to handle multiple tasks or projects at one time meeting assigned deadlines Able to coach and mentor other staff and/or students Skills Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills Self-motivated, team player, efficient and dynamic problem solver in a fast-paced high-volume environment Excellent customer service skills with ability to de-escalate customer issues Intermediate level of proficiency with computer applications and programs associated with the position such as Windows, Mac, mobile operating systems, Microsoft Office, and Adobe Creative Cloud Strong attention to detail and follow up skills Strong courteous and professional phone and e-mail etiquette USG Core Values The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at Equal Employment Opportunity Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community. For additional information on this policy, or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, View email address on click.appcast.io. Other Information This is not a supervisory position. This position does not have any financial responsibilities. This position will not be required to drive. This role is considered a position of trust. This position does not require a purchasing card (P-Card). This position will not travel. Background Check Standard Enhanced Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility. All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials. #J-18808-Ljbffr Kennesaw State University