IT Support Specialist - Service Desk

Creighton University
United States, Nebraska, Omaha
2500 California Plaza (Show on map)
Aug 22, 2024
Under moderate supervision, the IT Support Specialist - Service Desk (ITSS-SD), provides technical solutions to faculty, staff, and students for all aspects of PC/Apple/Mobile device support and configuration within a wide variety of end user environments. All tasks and outcomes are documented and communicated within a ticketing application. The ITSS-SD works within an ITIL, metrics driven service operation environment providing technical set-up, support, service, and creative solutions for technology users. The ITSS-SD functions as a member of the Central Action Center (Service Desk) call center, owning and sharing tasks as workload as volume dictates. Must be capable of remote support, phone and chat support, support via e-mail, multi-team collaboration, and other duties as assigned. They will also coordinate with our Mobile Action and Learning Environments teams to deliver fully comprehensive support. All IT Support Specialists work in a 0-3 Tiered support environment. Any specialist may be required to work in any of the four tiers as needed. The ITSS-SD must be able to work independently on moderately complex Windows and Apple technology while following documented protocols. All team members create documentation for the division's knowledge base. This role requires remaining current with emerging technologies via training, self-study, and peer interaction. The ITSS-SDs are expected to understand and follow consistent defined processes for all service interactions while observing established standards. All team members focus on continual improvement in all areas. Key Responsibilities: At all times employees are expected to uphold Creighton's core values and demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment, while adhering to all University Ethical Standards of Conduct, rules, regulations, and job requirements, including required educational trainings. Assists users, via telephone, remote tool and/or on-site visits, in troubleshooting and resolving Windows and Apple hardware and software issues. Recommends technical solutions for Creighton Users. Documents all workflow using standard incident/request management tools. Solves moderately complex problems and may coordinate required effort from multiple support groups. Tier1, Tier2 Incident and request fulfillment. Basic operational support. May have defined role within a team working towards stated objectives. All workflow and results are documented in a ticketing application. Process and knowledge documentation for all tasks. Moderately complex solution development and implementation for common problems and services. Work incidents and service requests that require moderate planning, testing, evaluating, and coordination. May involve multiple teams and vendors to resolve. Maintains and applies knowledge of Microsoft and Apple hardware, software, and operating systems including Apple, Microsoft and Android mobile technology. Learning new technology and sharing associated knowledge with others. Team meetings and other duties as assigned which may become a permanent duty of the position. Qualifications: Bachelor's degree in related area and/or equivalent technical experience preferred. Minimum of 2 years combined experience in on or more of the following: Phone, deskside and/or remote based technical support experience for Microsoft and Apple technology. Working with Ivanti and/or Apple JAMF endpoint management platforms (or equivalent). Supporting mobile devices including Apple, iOS, Android, and Microsoft Understanding of basic TCP/IP network topologies and related technology. Licenses/Certifications: ITIL Foundations Certification or pass within first 6 months of accepting this position ITF Certification within first 6 months of accepting this position Windows and Apple certifications preferred Knowledge, Skills, and Abilities: Mobile Device Support - End User Service Desk Support - End User Hardware Support - End User Microsoft Office Suite Support including O365 Windows OS / Apple OSx / iOS / Android - Familiarity Application Support - End User Peripheral Support - End User Video Conferencing - Video/Voice - End User Remote conferencing familiarity including Zoom and MS Teams Projection and display system support A/V presentation & capture systems TCP/IP network concepts Professional phone etiquette Customer service focus Accountable Adaptable Collaborative and teamwork-oriented Customer relationship manager Innovative and creative thinker Mission and service-oriented Openness (zest) for learning Results-oriented Excellent communication skills Professional phone etiquette Self-starter Detail-oriented Dependable Change the World From Here AAP/EEO Statement Creighton University is committed to providing a safe and non-discriminatory educational and employment environment. The University admits qualified students, hires qualified employees and accepts patients for treatment without regard to race, color, religion, sex, marital status, national origin, age, disability, citizenship, sexual orientation, gender identity, gender expression, veteran status, or other status protected by law. Its education and employment policies, scholarship and loan programs, and other programs and activities, are administered without unlawful discrimination. Disclosure Statement This description describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Regular, reliable attendance is an essential function and all employees are required to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. A complete description is available in the Human Resource office located at 3006 Webster Street Omaha, NE. Creighton University reserves the right to modify duties, responsibilities and activities at any time with or without notice.