IT Support Specialist - Charleston, United States - Central State University

Description

Please see Special Instructions for more details.

Central State University is an Equal Opportunity Employer seeking candidates committed to working in a diverse environment.

Central State University, as a multi-national and culturally diverse University, is committed to providing an inclusive, equitable and diverse place of learning and employment.

It is the University's policy to prohibit discrimination and provide equal opportunity to all employees, students, and visitors, without regard to their race, sex (including gender identity/expression), sexual orientation, color, religion, ancestry, national origin, age, disability, genetic information, or veteran or military status.

Posting Number
Posting Number

0801578
Classification Title
Classification Title

IT Support Specialist
Working Title
Department
Department

Information Technology
Department Contact Email
Department Contact Email

Job Summary/Basic Function

Job Summary:
Under general supervision, the incumbent serves as an IT support specialist for Central State University at Wilberforce, Ohio.

This is a first contact customer-facing position requiring excellent customer service and communication skills, attention to detail, friendly, quality customer service, and calm under pressure.

Ability to work in a fast-paced work environment.

Communication skills are critical to an IT Support Specialist's success as the entire job is related to communicating with the university's internal customers regarding their IT needs.

This position reports directly to the IT Service Center Manager in the Information Technology Division. Since the position also involves work for the 1890 Land Grant System at

CSU , it is expected that the incumbent will abide by the policies and procedures of Land Grant employees at

CSU , as well as University policies and procedures.


Essential Duties and Responsibilities:

• Provide helpdesk assistance and support for University and Land Grant users related to the

software, desktop, laptop, and other technology that is maintained by Marauder IT Services.

• Excellent verbal and communication skills ensuring any customer or client first contact is a good first impression for Central State University.
• Manage incoming and outgoing telephone and email communications.
• Ability to provide technical assistance and support for incoming queries and issues related to

computer systems, software, and hardware.

• Ability to manage helpdesk incidents by managing tickets through the IT service management

system (currently SysAid).

• Quickly answer incoming queries and direct calls to the appropriate person/department if needed by using a multi-line phone system.
• Speak clearly, distinctly, and with a friendly, courteous tone always.
• Use listening skills to put callers at ease and obtain accurate, complete information.
• Knowledge of customer service standards and procedures.
• Ability to interact and communicate with people over the telephone, often in stressful situations.
• Ability to multitask, such as simultaneously handling a phone call with one customer while composing an email to another customer.
• Proficient and comfortable with computers and software including Microsoft Office 365 and Active Directory, Adobe Creative Cloud, various web browsers, and other software.
• Ability to assist with issuing campus OneCards using

IDMS
& Transact S2.

• Ability to assist with writing training guides if needed.
• Respond to email messages for customers seeking help.
• Ability to ask questions to determine the nature of a problem.
• Walk customer through problem-solving process.
• Follow up with customers to ensure issues have been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Performs miscellaneous job-related duties as assigned.
• Submits regular Time and Effort Reports for the Land Grant Work as needed.

Minimum Qualifications
Preferred Qualifications

Preferred Experience and Qualifications:

• Bachelor's degree in computer science,

MIS , communications, or related field.

• Three years of IT helpdesk experience in a busy, customer service-oriented IT environment.
• Experience in a higher education environment.
• Familiarity with Ellucian Banner

ERP , Active Directory, Transact Campus S2 Security Card System, and


IDMS, SysAid (or similar

ITSM ), TeamViewer, and /or other IT service center software and systems.

• Knowledge of

ITIL
best practices.
Posting Date
Posting Date

04/10/2024
Closing Date
Open Until Filled

Yes
Special Instructions to Applicants
Central State University is an Equal Opportunity Employer seeking candidates committed to working in a diverse environment.

Central State University, as a multi-national and culturally diverse University, is committed to providing an inclusive, equitable and diverse place of learning and employment.

It is the University's policy to prohibit discrimination and provide equal opportunity to all employees, students, and visitors, without regard to their race, sex (including gender identity/expression), sexual orientation, color, religion, ancestry, national origin, age, disability, genetic information, or veteran or military status.

Position Category
Position Category

Staff - Monthly (Exempt)
Budgeted Annual Salary
Budgeted Annual Salary

Commensurate with experience and qualifications
Supplemental Questions

Required fields are indicated with an asterisk (*).

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