IT Service Support Agent

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

Position Title: IT Service Support Agent

Department: 6710|Computing Support Services

Responsibilities:

University Computing Support Services (UCSS) providestechnological assistance and services within the scope of the university'sacademic mission. The main services include the IT Service Desk, general accesscomputer labs, and the operation of computer systems providing core services touniversity constituents.
Position:

The Service Desk is a busy, fast-paced environment and isthe University constituents' primary point of contact for all IT issues. Giventhe importance of technology in the modern workplace, UCSS employees, andService Desk employees in particular, can make a significant impact on users'productivity. As such it is a vitally important UCSS service. The IT ServiceSupport Agent will report to the IT Service Desk Manager and provide firstlevel IT support to UL Lafayette constituents.

Essential Responsibilities

• Providefirst-level support by triaging customer inquiries, resolving issues according to Service Desk procedures and SLAs, and escalating complex problems asoutlined in the Catalog of Services.
• Continuouslyreview and update knowledge of Service Desk documentation and industry bestpractices from relevant sources.
• Supportthe Student Coordinator in training student workers and creating trainingmaterials.
• Collaboratewith other Service Desk members to ensure accurate and current documentation onthe website, ITSM system, and other information platforms.
• Completeother assigned tasks as directed by the supervisor.

Qualifications

• Bachelor's Degree
• OR an Associate's degree plus 2 years' experience in an Information Technologyfield will substitute for the Bachelor's degree
• OR 4 or more years of relevant experience in an Information Technology fieldwill substitute for the degree requirements.

Skills, Abilities, Etc.

• Proficient operating systems (e.g., Windows, macOS), and general IT standards.
• Ability to prioritize tasks and perform effectively under pressure.
• Strong research skills for evaluating IT products and solutions.
• Excellent written and verbal communication, and interpersonal skills.
• Comprehensive knowledge of PC and desktop hardware.
• Demonstrated expertise in hardware troubleshooting and repair.
• Proven ability to analyze and resolve technical problems.
• Strong customer service orientation with a focus on effective issueresolution.

Job Ad#(req4534)