Help Desk Technician, Digital Technology Solutions
Job Overview
Serve as the single point of contact for IT support by responding to and diagnosing incidents with UC community. Includes providing instructions on how/where to request a service, problem recognition, research, isolation and resolution steps. Resolve basic problems immediately, while more complex problems are escalated to subject matter experts or senior level support.
Essential Functions
- Provide remote Tier 1 consultative, technical, and how to support based on Knowledge Base articles and other resources to the user community; support includes escalation of incidents/service requests for IT@UC services and distributed services to subject matter experts and university support staff.
- Triage inquiries by assessing the type and severity of problem and providing basic troubleshooting prior to escalation; determine the correct categorization, prioritization, and impact of incidents.
- Liaise between faculty, staff, students, service owners, subject matter experts, and support staff.
- Utilize and review IT Knowledge Base articles to provide ongoing feedback regarding necessary updates to existing or the creation of new articles.
- Ensure incidents/service requests are handled in accordance with Service Level Agreements (SLAs) and industry specific standards.
- Provide an excellent customer service experience by displaying patience, resourcefulness, and a desire to help others.
- May provide direct and/or indirect coaching or team building to peers and/or student workers with less experience.
- Perform related duties based on departmental need.
Required Education
Associate's Degree in an IT related field. Two (2) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.
Required Experience
None
Additional Qualifications
Considered: Have clear, professional and informative communication style.
Physical Requirements/Work Environment
- Hearing, listening - Continuously
- Sitting - Continuously
- Repetitive hand motion (such as typing) - Continuously
- Talking - Continuously
- Standing - Seldom
- Walking - Seldom
Compensation And Benefits
UC offers an exceptional benefits package designed to support your well-being, financial security, and work-life balance. (UC Benefits)
- Salary/Hourly Pay Rate Information: [[custRCM_PostingSalary]]
- Comprehensive Tuition Remission
- Robust Retirement Plans
- Real Work-Life Balance
- Competitive salary based on experience
- Comprehensive health coverage (medical, dental, vision, prescription)
- Flexible spending accounts & wellness programs
- Professional development & mentorship opportunities
Highlights
- Vacation and sick time
- 11 paid holidays and additional end-of-year paid time off (Winter Season Days)
- 6 weeks of paid parental leave for new parents
Important
To apply you must create a profile and submit a complete job application through the UC applicant portal. We are unable to consider “easy apply” applications submitted via other websites.
Contact Information
If you have questions about the UC recruiting process or to request accommodations with the application, please contact UC HR at jobs@uc.edu.
Equal Opportunity Employer
Building a workplace where all qualified applicants will receive consideration for employment, including Individuals with Disabilities and Protected Veterans.