Service Desk Technician

University of Colorado Denver, CO
University Information Systems (UIS) provides technical services and enterprise applications to the University of Colorado campuses and the Office of the President. UIS is committed to excellence in customer service and technical expertise. Through the development of enterprise applications, UIS supports the University as a whole with systems used by students, faculty, human resources employees, finance employees, and others.

The Service Desk Technician is the first line of client communication and provides first level customer support including basic computer troubleshooting and repair, network/internet connectivity, email, software applications, and incident triage. This position is customer-focused, requiring exceptional customer service skills. The position is responsible for ensuring the highest level of service delivery for the departments supported by the UIS Service Desk. The ideal candidate will have a thirst for knowledge and an ability to quickly diagnose user issues and follow them through to resolution. This position is 50% technical and 50% customer service.This position reports to the Assistant Directorof Business and Technical Services and is exempt from the State of ColoradoClassified Staff system.

Duties and Responsibilities:

* Provide the highest level of customer service in all interactions

* Answer support calls and emails as requested

* Create accurate and properly formatted tickets for all work that is performed

* Provides updates, status, and completion information to manager, and/or customers, via telephone, email, or in-person communication

* Frequently update tickets to make sure the most current information is documented

* Perform basic computer hardware and software installations, configurations, and virus removals

* Recognize and refer escalated matters to appropriate Tier 2/3 staff

* Create and maintain documentation for internal tasks and procedures

* Maintain a customer-oriented environment

Knowledge, Skills and Abilities:

To be successful in this position a candidate will need the following:

* Ability to analyze and troubleshoot computer systems, software, and peripherals

* Excellent interpersonal, communication and analytical skills

* Ability to work collaboratively as part of a team

* Personally accountable

* Ability to communicate well and comprehend English

* Ability to maintain and exercise patience and professionalism during stressful situations

* Ability to handle change

* Ability to participate in on-call rotation and occasional after hours support

Who we are:

System Administration, which also houses theOffice of the President, is located in the uptown neighborhood of Denver withan office in Broomfield and a few smaller offices located on the campuses. Thisposition is located in Denver. Many of our departments support theeducational and research missions of the four University of Colorado campuses.We provide diverse opportunities for professional development, innovation, andcollaboration with talented staff and faculty.

Whatwe offer:

Salary: The salary range for this position is $45,000 - $50,000.

Benefits: The University of Colorado offers anexcellent benefits package including:

* Medical, Dental, Disability, Vision, Life and Wellness

* Retirement: 10% Employer Match

* Paid Time Off

* Tuition Benefit

* ECO Pass

For more information on benefits programs,including eligibility, is available at www.cu.edu/employee-services/.

Minimum Qualifications:

* Bachelor's degree from an accredited institution in computer science or other IT related field or equivalent work experience can be substituted on a year for year basis

* 2 years' experience in the following:

* Working in an IT helpdesk

* Supporting Windows, PC, Mac and mobile devices

* Remote desktop support software

* ITSM Ticketing tool (Jira, Cherwell, etc.)

* SCCM and Casper

* Computer hardware and software installation and troubleshooting

Preferred Qualifications:

* A Certification

* ITIL Foundation

* Experience with Office 365

* Experience providing support to executive level customers

* Experience with Cherwell Service Management