Position Information Posting Number 20112863 Position Title Service Desk Specialist FTE 1.0 Position Type Staff Department IT Service Desk Position Summary Information Job Summary/Basic Function About This Role: The Service Desk Specialist serves as the first point of contact for customers seeking technical assistance in person, over the phone or email. This position is expected to provide effective and efficient technical support on various tier one IT related platforms. Tier 1 IT issues could consist of but are not limited to authentication issues, WiFi connectivity and IT ticket requests. Must be willing to work flexible schedule as needed. The goal is to make sure that customer value is maintained to the standards set forth by the Information Technology division. This position is security sensitive. What You’ll Do – Position Responsibilities
Ensure customer satisfaction by responding to the calls, emails and in-person visits to the Service Desk with courtesy and professionalism.
Ability to diagnose and resolve basic technical issues
Walk the customer through the problem-solving process
Run diagnostic programs to resolve problems
Install or modify changes to computer software
Accurately log all customer request and incidents following standard procedures.
Escalate incidents and requests as appropriate to the correct Tier 2 support staff using standard procedures.
Follow up with customers to ensure resolution of work orders/service tickets.
Pass on any feedback or suggestions by customers to the appropriate internal teams
Develop internal support procedures and documentation for customer self-service support capabilities.
Collaborate with the team on improving the procedures and operations of the service desk
Train and monitor student employees.
Performs additional responsibilities as assigned.
Key Competencies:
Excellent customer service skills
Strong verbal and written communication skills
Attentiveness to detail, excellent organizational skills, and multitasking
Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
Advanced telephone and e-mail etiquette
Good understanding of computer systems, mobile devices and other tech products
Strong aptitude and initiative for learning
Knowledge of computer software systems including databases, office applications, and operating systems
Ability and willingness to work cooperatively with a diverse population
Works well in team environment, must be a team player
Skill in time management.
Physical Requirements:
May be required to move and lift materials and equipment weighing up to 50 pounds. May be required to climb ladders and work overhead. Good physical condition with quick mental capabilities.
Work is performed under direct supervision, with latitude for independent decisions.
Who We Are:
Lamar University is an accessible global university for life-long learners with a passion for broad-based community engagement. As a vital contributor to the socioeconomic wellbeing and resilience of the Gulf Coast region, our expertise is recognized locally and beyond. Lamar University is home to more than 17,000 students and is among the fastest growing Texas colleges and universities. LU is a member of The Texas State University System, which is the first higher education system of Texas and maintains the lowest average tuition and fees of any university system in Texas. With more than 100-degree options and a community that cares, Lamar students are always proud to be Cardinals. Lamar University is committed to fostering a culture of diversity where students, faculty and staff of all backgrounds can learn, work, and serve. Benefits:
Health, dental & vision insurance
Life insurance
State of Texas Retirement plans
Tuition covered at 100% for employees, spouses and/or eligible dependent.
Paid time off – vacation, sick, and holidays.
To see more information about the available benefits, please visit: Insurance – Lamar University (https://www.lamar.edu/faculty-staff/human-resources/insurance.html) Minimum Qualifications
Associates degree preferred in computer, information systems or business-related field. May substitute years of experience combined with college hours
Six (6) months to Three (3) years of technical or customer service-related work experience is preferred. Previous Service Desk or Call Center experience preferred.
EEO Statement
Lamar University is An Equal Opportunity EmployerVeteran's Preference Statement Lamar University is proud to provide employment preference to veteran applicants in accordance with Texas 805 Government Code, Section 657.003.Preferred Qualifications Security Sensitive Statement This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information.Salary $36,538-$47,500 Work Hours Application Information Posting Date 03/04/2024 Close Date 06/04/2024 Open Until Filled No Special Instructions