One of the most satisfying & challenging positions in an IT career! So why not join a team that truly works magic every day for the university?
This new position provides you with both repetitive & diverse duties & exposes you to many situations. Housed in the Shocker Success Center, youll be absorbing new skills & creating relationships, keeping with the essence of the center as the one stop shop for students. This role assists with students personal devices of all types when technology doesnt play nice. Our users need someone who truly listens to their struggles and also engages them with clarifying questions designating the best route for the IT ticket. Being professional with your calls, ticket follow-up & evaluation of needs, determining if its basic troubleshooting or needs escalation. Utilizing your methodical & puzzle solving mind is the default mode we need & why we want you as well! If you are looking to capitalize on your experience in the field so far but still want to learn immensely, & help when the tech gremlins attack, apply now!
Official applications through here: https://jobs.wichita.edu/postings/31860
Summary of Responsibilities
Provides technical support to customers of University services including system access, wireless networks, email, University websites, ticketing requests and other services. Provides a full range of services necessary for the operation of University client computers and peripherals.
Essential Functions
- Assists users with authentication to University networks, applications, and websites.
- Responds to and diagnoses problems through discussions with users, including problem recognition, research, isolation and resolution. Solves less complex equipment and application issues.
- Refers problems that require higher level of expertise and/or in-person service to desktop support staff. Alerts appropriate staff to issues that have potential to disrupt network functions.
- Diagnoses, may repair, and maintains various computer devices, operating systems, network connections, and hardware and software.
- May maintain an adequate inventory of systems, subsystems and component parts to utilize in repair work.
- May configure and install computer equipment and software. May create customized images for distribution to client desktops.
- Contacts clients on a regular basis to discuss specific symptoms of equipment failure, nature of repairs required, and possible solutions to equipment problems. Updates ticketing system as needed.
- May contact and work with vendors for technical support and parts procurement. May evaluate hardware needs and provides policy-compliant sales quotes from approved vendors for cost-effective options as needed.
Minimum Education
High school diploma or equivalent
Minimum Experience
Three (3) years of experience in professional technical support environment. Every 30 hours of college coursework can be substituted for one (1) year of experience.
Knowledge, Skills and Abilities
- Strong technical understanding and working knowledge of multiple OS platforms and applications.
- Organized and ability to coordinate the activities associated with students computing needs.
- Ability to be on-call and responsive to escalations from team members.
- Effectively communicate technical resolutions to a diverse population of learners and user understanding.
- Ability to establish and maintain effective working relationships, working collaboratively with internal and external customers.
- Ability to manage stress during high volume of support request.
- Strong problem solving and decision-making skills.
- Demonstrated ability to organize time and resources effectively and efficiently to complete work accurately and in a timely manner.
- Attention to details
