(Remote) Service Desk Technician - Information Technology Services

West Virginia University; Morgantown (WV); Remote; USD 60,000 - 80,000; Full time

Job summary

Eine innovative Institution sucht einen Service Desk Technician, der Teil eines dynamischen, vollständig remote arbeitenden Teams wird. In dieser Rolle bieten Sie erstklassigen telefonischen Support für die gesamte Universität und helfen, technische Probleme schnell zu lösen. Mit einem Fokus auf Kundenservice und Problemlösung sind Sie Teil einer freundlichen und schnelllebigen Umgebung, die Ihnen die Möglichkeit bietet, sich weiterzuentwickeln und einen echten Unterschied zu machen. Genießen Sie ein Gleichgewicht zwischen Berufs- und Privatleben mit großzügigen Vorteilen, einschließlich bezahlter Feiertage und eines 401(a) Rentenplans. Wenn Sie eine Leidenschaft für Technologie und den Wunsch haben, anderen zu helfen, ist dies die perfekte Gelegenheit für Sie.

Benefits

13 bezahlte Feiertage

24 Urlaubstage pro Jahr

18 Krankheitstage pro Jahr

Gesundheitsversicherung

Wellness-Programme

Qualifications

• Mindestens zwei Jahre Erfahrung in Kunden- und technischen Supportrollen.
• Fähigkeit zur Unterstützung von Hardware, Betriebssystemen und Software.

Responsibilities

• Bereitstellung von telefonischem oder elektronischem Support für die WVU-Gemeinschaft.
• Unterstützung von Softwareanwendungen und Problemlösung für Mitarbeiter.

Skills

Kundenservice

Problemlösungsfähigkeiten

Kommunikationsfähigkeiten

ITIL Best Practices

Education

Associate Degree in Computer Science

Tools

Microsoft Office

ITSM Tools

Job description

Description

Information Technology Services at West Virginia University is seeking a Service Desk Technician to join our fully remote Service Desk team.

About the Opportunity

As a Service Desk Technician, you will provide first-level, telephone-based customer support to faculty, staff, and students across the university system. The team addresses technical problems of varying complexity, aiming to resolve issues quickly or refer complex issues to other teams for resolution.

Members rely on ITS training, a Knowledge Base, Service Management tools, and support from ITS colleagues and other departments to solve problems. The environment is friendly and fast-paced, exposing team members to diverse issues and opportunities while embodying the university's core value of service to others.

WVU values work-life balance and offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays
• 24 annual leave days
• 18 sick days per year
• Health insurance and other benefits
• 401(a) retirement plan with 6% employee contribution match
• Wellness programs

Starting Wage and Shift

Starting wage: $19.00 per hour.

Shifts available:

• Monday - Friday, 8:00 a.m. - 4:30 p.m. EST/EDT
• Monday - Friday, 8:30 a.m. - 5:00 p.m. EST/EDT

Responsibilities

• Provide telephone or electronic support to WVU community including students, faculty, staff, and administrators across multiple campuses and extension offices.
• Support software applications like Microsoft Office, email, MAP, MIX, Star/Banner, eCampus, and WVU wireless networking.
• Assist WVU staff with software installation, configuration, and problem resolution.
• Stay updated on advancements in supported applications, general computer technology, and ITIL best practices.

Qualifications

• Associate degree in computer science or a related field.
• Minimum of two years of experience in customer support and technical support roles.
• Equivalent education and experience considered.

Knowledge, Skills, and Abilities

• Advanced support skills for hardware, operating systems, and software.
• Strong problem-solving and research skills.
• Excellent customer service and communication skills.
• Attention to detail, dependability, and ability to work independently and in teams.
• Familiarity with tracking software, preferably ITSM tools.

About WVU

WVU is committed to community, growth, and impactful research. We foster a supportive environment valuing service, curiosity, respect, accountability, and appreciation. Join us to make a lasting impact. Visit wvu.edu for more information.

WVU is an Equal Opportunity Employer and welcomes all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or veteran status.