Hybrid Service Desk Technician - IT Support

Seattle University

Seattle (WA)

Hybrid

USD 48,000 - 52,000

Full time

6 days ago

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Benefits offered by this job

Comprehensive benefits package

Tuition assistance for employee and/or

Onsite fitness facility access

Retirement plan with employer match

Hybrid work schedule after onboarding

Job summary

Seattle University is seeking an IT Support Specialist to monitor service channels and resolve incidents with a focus on student and staff success. You will document solutions, collaborate with ITS teammates, and contribute to knowledge bases in a hybrid on-campus environment.

The role requires ITIL familiarity, PC/Mac support, and a service-oriented mindset, with a competitive compensation package and benefits.

Qualifications

Experience delivering front-line technical support in a fast-paced environment.
Familiarity with incident/problem management and knowledge bases.
Understanding of ITIL best practices and service management tools.
Proficiency in PC/Mac computing environments and basic A/V equipment.

Responsibilities

Monitor incoming service channels and the ticketing system and respond to customer requests promptly.
Provide support in person, over the phone, by email, and remotely.
Accurately record customer issues in the ticketing system (Jira).
Provide support for incidents and requests including print issues, drive access, accounts, software installs, device reprovisioning.
Maintain and update support documentation for internal teams and external knowledge base.
Take ownership from first contact and ensure resolution and customer satisfaction.