Service Desk Technician I: IT Support & Student Mentoring

Xavier University; Cincinnati (OH); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Health Savings Account

Dependent care account

Life insurance

Disability insurance

Retirement plan

Paid time off

Tuition remission

Job summary

Xavier University is seeking a Service Desk Technician to provide Tier I/II technical support to the Xavier campus community. This role also mentors student helpdesk technicians and handles issues via email, phone, walkup and self-service. Hours are 8:00 a.m.

to 5:00 p.m., Monday through Friday, within the Information Technologies division. The successful candidate will join a mission-driven IT team in a collaborative, student-focused environment, contributing to services that help students

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field with 1+ year IT support experience; or an Associate’s degree with 3+ years of IT support experience.
• Proficiency working with Windows and Mac operating systems, printers, peripherals, and mobile devices (iOS and Android).
• Proficiency with Office 365 and ITSM/ticketing software; TeamDynamix preferred.
• Excellent customer service, problem-solving and communication skills.
• Ability to thrive in a team or independent work environment.

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 and public knowledge base articles for documentation and how-to purposes.
• Perform imaging of PCs, data migration, and minor hardware replacement.
• Interact with vendors to resolve advanced issues.
• Additional duties as assigned.

Skills

Customer service

Communication

Teamwork

Problem solving

IT support

Education

Bachelor’s degree in Computer Science / Information Technology or related field

Associate’s degree with 3+ years IT support experience

Tools

Office 365

TeamDynamix

SCCM

Bomgar

Teams

Job description

Xavier University is seeking a Service Desk Technician to provide Tier I/II technical support to the Xavier campus community. This role also mentors student helpdesk technicians and handles issues via email, phone, walkup and self-service. Hours are 8:00 a.m.

to 5:00 p.m., Monday through Friday, within the Information Technologies division. The successful candidate will join a mission-driven IT team in a collaborative, student-focused environment, contributing to services that help students