IT Service Desk Technician I - Tier I/II Support

The Chronicle Of Higher Education, Inc.; Cincinnati (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Xavier University is seeking a Service Desk Technician to provide Tier I/II technical support to the campus community through the Information Technologies division. You will respond to issues via email, phone, walkup and self-service, and mentor Xavier’s student help desk technicians.

The role emphasizes collaboration in a student-focused environment and contributes to initiatives that strengthen campus IT services. Hours are 8:00 a.m. to 5:00 p.m. Monday through Friday.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or an Associate’s degree with 3+ years IT support experience.
• Proficiency with Windows and Mac OS, printers, peripherals, and mobile devices.
• Experience with Office 365 and basic PC hardware troubleshooting.
• Experience with ITSM/ticketing software, TeamDynamix preferred.
• Excellent customer service, communication, and problem-solving skills.
• Ability to work in a team and independently.

Responsibilities

• Provide first level contact, follow-ups, and resolutions to customer issues.
• Ensure accurate incident recording, documentation and prompt closure of tickets.
• Escalate tickets to appropriate area or unit as warranted.
• Author internal/public knowledge base articles.
• Perform imaging of PCs, data migration, and minor hardware replacement.
• Interact with vendors to resolve advanced issues.
• Additional duties as assigned.

Skills

Customer service

Problem solving

Communication

Education

Bachelor’s degree in Computer Science or related

Associate’s degree with 3+ years of IT support experience

Tools

TeamDynamix

SCCM

Bomgar

Teamsetc.

Job description

Xavier University is seeking a Service Desk Technician to provide Tier I/II technical support to the campus community through the Information Technologies division. You will respond to issues via email, phone, walkup and self-service, and mentor Xavier’s student help desk technicians.

The role emphasizes collaboration in a student-focused environment and contributes to initiatives that strengthen campus IT services. Hours are 8:00 a.m. to 5:00 p.m. Monday through Friday.