IT Service Desk Specialist

University of Louisiana at Lafayette; Lafayette (LA); On-site; USD 38,000 - 46,000; Full time

Job summary

University of Louisiana at Lafayette is seeking an IT Service Support Agent to provide first-level IT assistance to campus constituents. The role focuses on triaging inquiries, resolving issues per established procedures and SLAs, and escalating complex problems as needed.

The successful candidate will contribute to maintaining up-to-date service desk knowledge, assist in training student workers, and collaborate with teammates to keep documentation current across the ITSM system and related

Qualifications

• Bachelor's Degree or an Associate's degree with 2 years IT experience may substitute for the Bachelor's degree.
• 4+ years of relevant experience in IT may substitute for degree requirements.

Responsibilities

• Provide first-level IT support by triaging inquiries, resolving issues per Service Desk procedures and SLAs, and escalating complex problems as outlined in the Catalog of Services.
• Continuously review and update knowledge of Service Desk documentation and industry best practices.
• Support the Student Coordinator in training student workers and creating training materials.
• Collaborate with Service Desk team members to ensure accurate documentation on the website, ITSM system, and other platforms.
• Complete other tasks as directed by the supervisor.

Skills

Proficient operating systems

Task prioritization

Research skills

Written and verbal communication

PC/desktop hardware knowledge

Hardware troubleshooting

Analytical problem solving

Customer service orientation

Education

Bachelor's Degree

Associate's degree + 2 years IT experience

4+ years IT experience

Job description

University of Louisiana at Lafayette is seeking an IT Service Support Agent to provide first-level IT assistance to campus constituents. The role focuses on triaging inquiries, resolving issues per established procedures and SLAs, and escalating complex problems as needed.

The successful candidate will contribute to maintaining up-to-date service desk knowledge, assist in training student workers, and collaborate with teammates to keep documentation current across the ITSM system and related