Service Desk Specialist

Service Desk Specialist

The Service Desk Specialist provides frontline technical support for the College's enterprise computing environment, serving as the primary point of contact for technology-related incidents and service requests. This position is responsible for diagnosing, troubleshooting, resolving, and documenting hardware, software, classroom technology, telecommunications, mobile device, and account-related issues while delivering exceptional customer service. The Service Desk Specialist installs, configures, maintains, and supports endpoint technologies, contributes to technology deployment initiatives, and collaborates with Information Technology staff to ensure reliable and efficient technology services across all College locations.

Essential duties and responsibilities include the following. Additional related duties may be assigned:

• Customer Service: Provides technical support to students, faculty and staff through phone, email, remote support and in-person assistance. Diagnoses and resolves hardware, software, operating system, account, telecommunications, mobile device and classroom technology issues. Follows up with users to ensure timely resolution and customer satisfaction.
• Technical Support: Installs, configures, upgrades, maintains, and repairs desktop computers, laptops, peripherals, printers, classroom audio-visual equipment, and related technologies. Performs workstation deployments, relocations, replacements, and technology refresh activities. Supports operating system imaging, software deployment, and endpoint management using enterprise management tools. Assists with user account administration and access management in accordance with established security procedures.
• Service Management: Documents incidents, requests, resolutions, and work performed within the Service Desk ticketing system, Jira, in accordance with departmental standards. Maintains and contributes to the departmental knowledge base by documenting repeatable procedures and solutions. Prioritizes workload to meet established service levels while effectively managing multiple assignments.
• Projects & Operations: Participates in departmental technology deployments, upgrades, testing, and pilot initiatives. Assists with inventory management, asset lifecycle processes, equipment distribution, and decommissioning activities. Performs cable management and basic connectivity testing during technology installations. Travels to all College locations to provide on-site technical support.
• Professional Development: Maintains current technical knowledge through professional development, vendor training, independent learning, and participation in technology initiatives. Recommends improvements to technology services, support processes, and the end-user experience.

Knowledge, skills, and abilities include:

• Demonstrates knowledge of current desktop operating systems, endpoint devices, common business applications, and standard troubleshooting methodologies.
• Applies strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently and accurately.
• Excellent verbal, written, and interpersonal communication skills with the ability to communicate technical information to users with varying levels of technical proficiency.
• Provides exceptional customer service and establishes and maintains positive working relationships with students, faculty, staff and vendors.
• Strong organizational and time management skills with the ability to prioritize multiple assignments while meeting established service levels.
• Ability to work independently with minimal supervision while contributing effectively as a member of a collaborative technical support team.
• Ability to learn, adapts to and supports new technologies in a rapidly changing technology environment.
• Maintains confidentiality and exercise sound judgment when working with sensitive information and user accounts.

Qualifications:

• Minimum Qualifications: Associate's degree in Information Technology or a closely related technical discipline, or an equivalent combination of education and two (2) years of recent technical support experience. Experience supporting Windows and macOS operating systems. Experience support Microsoft 365 applications and common productivity software. Experience troubleshooting desktop computers, laptops, printers, classroom technology and peripheral equipment. Experience using Active Directory or similar identity management systems. Demonstrated customer service experience in a technical support environment. Demonstrated ability to organize work, prioritize competing requests, and meet established deadlines. Valid driver's license or the ability to obtain one upon hire.
• Preferred Qualifications: Experience supporting enterprise endpoint management solutions, such as SCCM, Intune, JAMF, or equivalent. Experience supporting classroom technology and audio-visual equipment. Experience using IT Service Management (ITSM) platforms, such as Jira Service Management or equivalent. Experience working in a higher education environment. Industry certifications such as CompTIA A+, Network+ Microsoft, Apple or ITIL.

Physical Demands and Work Environment: While performing the essential functions of this position, the employee is regularly required to sit, stand, walk bend, kneel, reach, push, pull, use hands and fingers to operate equipment, and occasionally lift and carry equipment weighing up to 50 pounds. The position requires transporting and installing technology equipment throughout college facilities and traveling between campus locations. Work is performed in an office, classroom, and instructional environment with occasional exposure to outdoor weather conditions while traveling between buildings and campuses. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.