Service Desk Specialist

Lamar University

Position Information

Posting Number 20112863

Position Title Service Desk Specialist

FTE 1.0

Position Type Staff

Department IT Service Desk

Position Summary Information

Job Summary/Basic Function

About This Role:

The Service Desk Specialist serves as the first point of contact for customers seeking technical assistance in person, over the phone or email. This position is expected to provide effective and efficient technical support on various tier one IT related platforms. Tier 1 IT issues could consist of but are not limited to authentication issues, WiFi connectivity and IT ticket requests. Must be willing to work flexible schedule as needed. The goal is to make sure that customer value is maintained to the standards set forth by the Information Technology division. This position is security sensitive.

What You’ll Do – Position Responsibilities

Ensure customer satisfaction by responding to the calls, emails and in-person visits to the Service Desk with courtesy and professionalism.

Ability to diagnose and resolve basic technical issues

Walk the customer through the problem-solving process

Run diagnostic programs to resolve problems

Install or modify changes to computer software

Accurately log all customer request and incidents following standard procedures.

Escalate incidents and requests as appropriate to the correct Tier 2 support staff using standard procedures.

Follow up with customers to ensure resolution of work orders/service tickets.

Pass on any feedback or suggestions by customers to the appropriate internal teams

Develop internal support procedures and documentation for customer self-service support capabilities.

Collaborate with the team on improving the procedures and operations of the service desk

Train and monitor student employees.

Performs additional responsibilities as assigned.

Key Competencies:

Excellent customer service skills

Strong verbal and written communication skills

Attentiveness to detail, excellent organizational skills, and multitasking

Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience

Advanced telephone and e-mail etiquette

Good understanding of computer systems, mobile devices and other tech products

Strong aptitude and initiative for learning

Knowledge of computer software systems including databases, office applications, and operating systems

Ability and willingness to work cooperatively with a diverse population

Works well in team environment, must be a team player

Skill in time management.

Physical Requirements:

May be required to move and lift materials and equipment weighing up to 50 pounds. May be required to climb ladders and work overhead.  Good physical condition with quick mental capabilities.

Work is performed under direct supervision, with latitude for independent decisions.

Who We Are:

Lamar University is an accessible global university for life-long learners with a passion for broad-based community engagement. As a vital contributor to the socioeconomic wellbeing and resilience of the Gulf Coast region, our expertise is recognized locally and beyond. Lamar University is home to more than 17,000 students and is among the fastest growing Texas colleges and universities. LU is a member of The Texas State University System, which is the first higher education system of Texas and maintains the lowest average tuition and fees of any university system in Texas. With more than 100-degree options and a community that cares, Lamar students are always proud to be Cardinals.

Lamar University is committed to fostering a culture of diversity where students, faculty and staff of all backgrounds can learn, work, and serve.

Benefits:

Health, dental & vision insurance 

Life insurance

State of Texas Retirement plans

Tuition covered at 100% for employees, spouses and/or eligible dependent.

Paid time off – vacation, sick, and holidays.   

To see more information about the available benefits, please visit: Insurance – Lamar University (https://www.lamar.edu/faculty-staff/human-resources/insurance.html)

Minimum Qualifications

Associates degree preferred in computer, information systems or business-related field. May substitute years of experience combined with college hours

Six (6) months to Three (3) years of technical or customer service-related work experience is preferred. Previous Service Desk or Call Center experience preferred.

EEO Statement

Lamar University is An Equal Opportunity Employer

Veterans Preference Statement

Lamar University is proud to provide employment preference to veteran applicants in accordance with Texas 805 Government Code, Section 657.003.

Preferred Qualifications

Security Sensitive Statement

This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information.

Salary $36,538-$47,500

Work Hours

Application Information

Posting Date 03/04/2024

Close Date 06/04/2024

Open Until Filled No

Special Instructions