IT Support Specialist - Desktop
About the role
The IT Support Specialist---Desktop (ITSS-DT) provides technical solutions to faculty, staff, and students for all aspects of PC/Mac/Mobile Device support and configuration within a wide variety of end user environments. Tasks and outcomes are documented and communicated within a ticketing application.
Responsibilities
- Provides technical solutions to faculty, staff, and students for all aspects of PC/Mac/Mobile Device support and configuration within a wide variety of end user environments.
- Works within an ITIL-structured and metrics-driven service operation environment, providing technical set-up, support, service, and creative solutions for technology users.
- Functions as a member of the Mobile Action Team, owning and sharing tasks as workload and volume dictate – coordinates with Service Desk and Learning Environments teams to deliver fully comprehensive support.
- Capable of remote, phone, and chat support, as well as on-site visits and working a service counter.
- Works in a 0—3 Tiered support environment, may work in any tier as needed.
- Follows documented protocols while working independently on moderately complex Windows and Apple computers.
- Crafts documentation for the division’s knowledge base and remains current with emerging technologies via training, self-study, and peer interaction.
- Understands and follows consistent defined processes for all service interactions, while observing established standards.
- Focuses on continual improvement of their own skills as well as the documented service and troubleshooting processes used by the myIT division.
Qualifications
- Bachelor's degree in related area and/or equivalent technical experience preferred.
- Minimum of 2 years combined experience in one or more of the following:
- Deskside and/or remote based technical experience.
- Working with Ivanti and/or Apple JAMF endpoint management platforms (or equivalent).
- Supporting Mobile devices including Apple/iOS and Android/Windows.
- Basic operational support.
- Knowledge, Skills, And Abilities:
- Mobile Device Support - End User.
- User Service Desk Support - End User.
- Microsoft Office Suite Support including O365.
- Microsoft Windows - Platform/OS Application Support - End User.
- Apple OSX - Platform/OS.
- Peripheral Support - End User.
- Video Conferencing - Video/Voice.
- Android support.
- Apple iOS support.
- Remote conferencing familiarity including Zoom and MS Teams.
- Projection and display system support.
- JAMF – Mobile Device Management System.
- TCP/IP network concepts.
Skills
- ITIL Foundations Certification or pass within first 6 months of accepting this position.
- Dell Tech Direct certification expected within first 6 months.
- Windows and Apple certifications preferred.
About Us
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. Creighton complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities. Applicants with disabilities needing reasonable accommodations to complete the application or hiring process should contact Human Resources at HR@creighton.edu. Creighton University seeks candidates who understand, respect, and can contribute to the University's mission and values.