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    Service Desk Specialist - Denver, United States - Metropolitan State College of Denver

    Metropolitan State College of Denver
    Metropolitan State College of Denver Denver, United States

    3 weeks ago

    Default job background
    Description
    Department
    Client Services

    Position Summary

    Our Service Desk Specialists are the first responders to student, faculty and staff IT requests.

    We understand the interconnectedness of all our IT systems and services, and we excel at helping our clients navigate them.

    Reporting to the Service Desk Supervisor, you will provide technical support by phone, chat, and occasionally in-person.

    You will have your hands in many systems including Office 365, Canvas, SCCM, JAMF, and Banner, and you will work with every team within IT Services.

    To be at home in this position, you will promote knowledge-sharing and question-asking with your peers.

    Your inquisitiveness will serve you well and we want to foster your professional growth and skills in areas that interest you.

    We're looking for a team member that values student success by advocating for our customers and through mentorship of our student employees

    Our Benefits

    MSU Denver's employee benefits, including health, dental and vision plans, and a generous retirement program.

    All professional staff receive 24 days per year each of vacation and sick time and paid parental leave up to 6 weeks.

    For more information on these and other Benefits, please visit our Human Resources Department website:


    SUPERVISORY RESPONSIBILITIES:
    None


    POSITION RESPONSIBILITIES
    65%

    Technical Support
    Promote a service-oriented culture with forthcoming updates, advice, and technical resolutions in conversation and writing. Maintain a caseload of tickets within the IT Service Management tool.

    Perform diagnostics on devices and accounts used to access MSU Denver-supported services and make decisions following defined procedures and industry best practices.

    Identify workarounds and assist with investigations of underlying problems.
    Troubleshoot network issues including wireless, VPN, and wired connections.
    Promote new services and informational resources available to the MSU Denver community.

    15%

    Collaboration
    Mentor and on-board student employees through structured trainings, one-on-one coaching, and skills evaluations.

    Stay connected with your peers on collaboration tools to share updates, monitor trends, celebrate success, and to ask and answer questions.

    Become a resource for the Service Desk on 3-5 systems administered by other teams (i.e. Security, Networking, Application Services) to increase everyone's understanding and to cultivate relationships with other work units.
    Identify duplicate or outmoded work processes and suggest alternate approaches
    Participate in division/university-wide projects as a technical resource and to advocate for customer experience.
    Participate in opportunities for professional development.

    15%

    Technical Writing
    Write and document technical solutions for publishing in the ITS knowledge base.
    Conduct training to educate peers on processes and advanced technical solutions.
    Write comprehensive notifications to clients from the ticketing system.

    5%

    Other responsibilities as assigned

    At the discretion of the Service Desk Manager, perform additional tasks and special projects as assigned.


    QUALIFICATIONS
    Required Qualifications
    Experience providing customer service in an information technology environment.
    Experience troubleshooting and supporting MS Windows 10+ and MS Office
    Experience using and supporting Mac desktop OS

    Preferred Qualifications
    Bachelor's Degree from an accredited College or University.
    Experience using an enterprise ticketing system
    Experience troubleshooting of network connectivity issues including TCP/IP, routing, DHCP, and DNS
    CompTIA A+ Certification
    Experience using and supporting a Learning Management System such as Blackboard, Canvas, D2L.
    Experience working in an information technology environment in a higher education setting.
    Experience developing and leading training.


    Salary for Announcement:
    The anticipated hiring range for this position is $48,000 - $55,000.


    The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.


    The above salary range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.


    Work Hours / Type:
    Monday - Friday, 8am - 5pm - Hybrid work arraignment possible.


    Instructions to Apply:
    Please apply online at MSU Denver's career site, and search for


    JR S
    ubmit your cover letter and resume.

    Applications that do not contain all required documents may not receive full consideration.


    Complete applications received by 3/31, at 11:59pm MST will receive full consideration, but applications will be accepted after this date until the position is filled.

    Closing Date

    Open Until Filled

    Posting Representative
    Amy Hamik

    Posting Representative Email

    Benefits

    MSU Denver is pleased to offer our current and potential employees a wide array of benefit options.

    To learn more, please visit the following link:
    Employee Benefits Offerings

    The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at

    Diversity Statement


    Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms.

    Our student population consists of nearly 58% first generation students and over 50% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.


    We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion.

    We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation.

    It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.
    #J-18808-Ljbffr
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