Service Desk Technician

About the role

Seattle University will be one of the most innovative and progressive Jesuit and Catholic universities in the world, educating with excellence at the undergraduate, graduate, and professional levels. We embrace an intersectional framework for defining diversity in its broadest sense, including differences in gender, gender identity, race, ethnicity, generational history, culture, socioeconomic class, religion, sexual orientation, national origin, citizenship status, political perspectives, geographic origin and physical ability.

Responsibilities

• Monitor incoming service channels and the ticketing system and respond to customer requests in a timely manner.
• Provide support in person, over the phone, by email, and remotely.
• Accurately record customer issues in the ticketing system (currently Jira).
• Provide support for a variety of incidents and requests, including but not limited to print issues, shared drive access, account and network issues, software installs, device reprovisioning, etc.
• Maintain and update support documentation to assist in information sharing within the team and in the external knowledge base.
• Take ownership of customer issues from first contact and take accountability for the solution and customer experience through resolution.
• Collaborate with other ITS team members to determine and provide solutions.

Requirements

• A demonstrated commitment to diversity, inclusion and equity, and the ability to live out the university's mission, vision, and values.
• Previous experience providing front-line technical support.
• Previous experience with incident management, problem management, and knowledge base tools.
• Strong understanding of ITIL best practices.
• Proficiency in supporting PC/Mac computing environments and applications.
• Proficiency in supporting basic A/V equipment.
• Demonstrated customer service orientation and the ability to organize, analyze, prioritize, and problem-solve within a fast-paced environment.
• Ability to communicate difficult/sensitive information tactfully.
• Ability to remain calm, maintain perspective, and respond in a professional manner when faced with tough situations.
• Advanced analytical and technical problem-solving skills.
• Self-starter with attention to detail, flexibility, and the ability to adhere to project specifications and timelines.
• Demonstrated ability to produce effective, professional, and accurate written correspondence.
• Personal accountability for project timelines and milestones.
• Ability to work successfully individually and in a team-oriented environment.
• Active listener to ensure client and team needs are fully understood and met.
• Ability to exercise sound judgment in complex situations.
• Experience using and supporting a service management system to process and prioritize work assignments.

Qualifications

All positions at Seattle University require a criminal history background check.

Skills

Experience working in higher education.

Experience with SharePoint issues.

CompTIA A+ certificate.

Working knowledge of computer repair and iPhone troubleshooting.

Intermediate to advanced knowledge of MacOS support.

Benefits

Consistent with its fundamental Jesuit values, Seattle University offers a wide range of benefits designed to care for the whole person. Choose from three different medical plans, a dental, and vision insurance programs. Protect your income with life, short & long-term disability coverage. Plan for your future with up to a 10% employer contribution for retirement benefits, comprised of a 5% nonelective employer contribution and an additional dollar-for-dollar match of your voluntary contributions up to a maximum of 5%. You may also take advantage of 100% paid tuition benefits for the employee and dependents, a subsidized transportation benefit, a wellness program with free access to an onsite fitness facility, and a wide variety of campus events. Enjoy a generous holiday schedule, including a paid Holiday break closure in December, vacation and paid sick leave, and paid community service leave. For more information explore the Benefits website at: https://www.seattleu.edu/hr/benefits/

Pay

$48,000 - $52,000

Schedule

Hybrid Work Eligible