Service Desk Technician

Seattle University; Seattle (WA); Hybrid; USD 48,000 - 52,000; Full time

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.

Skills

Customer service

ITIL knowledge

PC/Mac support

A/V support

Problem solving

Team collaboration

Communication

Active listening

Education

CompTIA A+ (preferred)

Tools

Jira

SharePoint

Job description

Months Per Year: 12 Work Model: Hybrid Work Eligible Seattle University will be one of the most innovative and progressive Jesuit and Catholic universities in the world, educating with excellence at the undergraduate, graduate, and professional levels. We embrace an intersectional framework for defining diversity in its broadest sense, including differences in gender, gender identity, race, ethnicity, generational history, culture, socioeconomic class, religion, sexual orientation, national origin, citizenship status, political perspectives, race, ethnicity. Seattle University strives to be a welcome, open and safe campus climate for all who learn, live and work at Seattle University.

Seattle University's Core Competencies

• Effective Team Collaboration: Works harmoniously with others towards a common goal, leveraging individual strengths to achieve shared objectives.
• Emotionally Intelligent Communication: Engages in a skillful exchange of information, thoughts, and feelings, verbally and non-verbally.
• Ethics and Integrity: Demonstrates an unwavering commitment to honesty, professionalism, and alignment with our Jesuit mission in all actions and decisions.
• Flexibility and Innovation: Embraces change, approaching problems with curiosity adaptability, and is committed to making a positive impact.
• Mindful Inclusion: Fosters mindful inclusion by consciously creating a workplace that celebrates differences, embraces cultural humility, and empowers uniqueness.
• Outcomes-Driven Orientation: Sets clear objectives, pursues excellence, and delivers measurable outcomes while upholding Jesuit Catholic values.

Essential Responsibilities

• Monitor incoming service channels and the ticketing system and respond to customer requests in a timely manner.
• Provide support in person, over the phone, by email, and remotely.
• Accurately record customer issues in the ticketing system (currently Jira).
• Provide support for a variety of incidents and requests, including but not limited to print issues, shared drive access, account and network issues, software installs, device reprovisioning, etc.
• Maintain and update support documentation to assist in information sharing within the team and in the external knowledge base.
• Take ownership of customer issues from first contact and take accountability for the solution and customer experience through resolution.
• Collaborate with other ITS team members to determine and provide solutions.

Marginal Job Functions Perform other duties as assigned.

Minimum Qualifications

• A demonstrated commitment to diversity, inclusion and equity, and the ability to live out the university’s mission, vision, and values.
• Previous experience providing front-line technical support.
• Previous experience with incident management, problem management, and knowledge base tools.
• Strong understanding of ITIL best practices.
• Proficiency in supporting PC/Mac computing environments and applications.
• Proficiency in supporting basic A/V equipment.
• Demonstrated customer service orientation and the ability to organize, analyze, prioritize, and problem-solve within a fast-paced environment.
• Ability to communicate difficult/sensitive information tactfully.
• Ability to remain calm, maintain perspective, and respond in a professional manner when faced with tough situations.
• Advanced analytical and technical problem-solving skills.
• Self-starter with attention to detail, flexibility, and the ability to adhere to project specifications and timelines.
• Demonstrated ability to produce effective, professional, and accurate written correspondence.
• Personal accountability for project timelines and milestones.
• Ability to work successfully individually and in a team-oriented environment.
• Active listener to ensure client and team needs are fully understood and met.
• Ability to exercise sound judgment in complex situations.
• Experience using and supporting a service management system to process and prioritize work assignments.
• All positions at Seattle University require a criminal history background check.

Preferred Qualifications

• Experience working in higher education.
• Experience with SharePoint issues
• CompTIA A+ certificate.
• Working knowledge of computer repair and iPhone troubleshooting
• Intermediate to advanced knowledge of MacOS support.

Compensation at a Glance

Compensation at a Glance $48,000 - $52,000 Seattle University has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, and not based on a candidate’s gender or any other protected status. Your total compensation goes beyond the number on your paycheck.

Benefits at a Glance

• Consistent with its fundamental Jesuit values, Seattle University offers a wide range of benefits designed to care for the whole person.
• Choose from three different medical plans, a dental, and vision insurance programs.
• Protect your income with life, short & long-term disability coverage.
• Plan for your future with up to a 10% employer contribution for retirement benefits, comprised of a 5% nonelective employer contribution and an additional dollar-for-dollar match of your voluntary contributions up to a maximum of 5%.
• You may also take advantage of 100% paid tuition benefits for the employee and dependents, a subsidized transportation benefit, a wellness program with free access to an onsite fitness facility, and a wide variety of campus events.
• Enjoy a generous holiday schedule, including a paid Holiday break closure in December, vacation and paid sick leave, and paid community service leave.
• For more information explore the Benefits website at: https://www.seattleu.edu/hr/benefits/

Positions designated as hybrid eligible may offer the opportunity for a hybrid work schedule after successful completion of an introductory period of 3-6 months. In these cases, the role typically begins fully on campus to support onboarding and training, with