Technical Support Consultant (PM)

University of Richmond; Richmond (VA); On-site; USD 63,527,000 - 84,185,000; Full time

Job summary

University of Richmond is seeking a Help Desk Technician to assist faculty, staff, and students with desktop issues. You will support walk-up and call center operations, manage tickets, and coordinate with Information Services.

The role involves on-call weekend duties, DMC tasks, and desktop/project work. Strong communication and problem-solving skills are required, with an emphasis on customer service and training student staff.

Qualifications

• H.S. Diploma or GED required.
• Associate's degree, some college and/or professional technology training preferred.
• Less than 2 years Phone Center and Customer Service Center related experience required.
• Less than 2 years' experience with JAMF JSS management tool, Droid, iOS and Windows phone OS support, Google Docs, Box, and cloud based services; Windows and Mac platforms, hardware repairs; Windows and Mac operating system experience required.
• Less than 2 years Microsoft Software Suite experience preferred.
• Less than 2 years technical support role with computer help desk preferred.
• Less than 2 years scheduling, managing budgets, supervisory experience preferred.

Responsibilities

• Create Help Desk Call Tickets for walk-in traffic, Help Desk emails and voice mails. Ensure service requests are routed to the proper HD technicians, or other areas of Information Services.
• Respond to Heat tickets, as assigned.
• Support Primary On Call as per schedule. Support Weekend Pager Duty as per schedule.
• Support DMC (Deploy, Move, Change) Duty as per schedule.
• Handle Help Desk Loaner Laptop Reservations.
• Desktop related project work as assigned.
• Workflow management; Committee assignments as assigned.
• Other related tasks, as assigned.
• Oversight of responsibilities associated with the management of the Help Desk walk up area Analyze computer problems; gather customer specific needs and process both for quick resolution. Manage Student Staff, calendar, payroll, reviews and budget.
• Configuration of University owned mobile devices on JSS system. Assist walk in users with questions related to the use of mobile devices.
• Oversee the HD Call Center. Answer phones, handle computer related problems, gather customer specific needs and process information for quick resolution.
• Provide guidance and technical support to Help Desk contract workers, as needed. Provide guidance and support to the Help Desk Technical Support Analyst staff.
• Work on edits for is.richmond.edu web site, and the service portal.

Skills

Customer interaction

Problem analysis

Communication

Organizational skills

A+ certification preferred

Education

HS Diploma or GED

Associate's degree or equivalent

Job description

SUMMARY:

Service call tickets for customers (Faculty, Staff and Students) with Desktop Computer related issues. Provides field services as required, and covers for walk-up help desk or call center as needed. Covers weekend on call responsibilities, and also rotates primary duty with other Technical Support Consultants.

Walk-up Help Desk specific: Provides complex technical information systems and technology support to the university community. Resolves complex technical problems and provides functional direction to student employees. Provides support for mobile devices used by faculty, staff, and students. Supports is.richmond.edu web design and ongoing maintenance as needed.

Call Center specific: Provides technology support to the university community. Resolves complex (tier 2 / tier 3) technical problems and provides functional direction to call center staff members and student employees. This position will provide support for website editing on the is.richmond.edu website, as well as support for maintaining information on the service portal.

RESPONSIBILITIES:

• Create Help Desk Call Tickets for walk-in traffic, Help Desk emails and voice mails. Ensure service requests are routed to the proper HD technicians, or other areas of Information Services. Respond to Heat tickets, as assigned


• Support Primary On Call as per schedule. Support Weekend Pager Duty as per schedule


• Support DMC (Deploy, Move, Change) Duty as per schedule


• Handle Help Desk Loaner Laptop Reservations


• Desktop related project work as assigned


• Workflow management; Committee assignments as assigned


• Other related tasks, as assigned


• Oversight of responsibilities associated with the management of the Help Desk walk up area Analyze computer problems; gather customer specific needs and process both for quick resolution. Manage Student Staff, calendar, payroll, reviews and budget


• Configuration of University owned mobile devices on JSS system. Assist walk in users with questions related to the use of mobile devices


• Oversee the HD Call Center. Answer phones, handle computer related problems, gather customer specific needs and process information for quick resolution


• Provide guidance and technical support to Help Desk contract workers, as needed. Provide guidance and support to the Help Desk Technical Support Analyst staff


• Work on edits for is.richmond.edu web site, and the service portal

QUALIFICATIONS:

• Able to work directly, face to face, with customers


• Ability to analyze complex computer problems


• Ability to communicate effectively orally and in writing


• Strong organizational skills


• A+ Hardware/Operating systems Certification, upon hire preferred

EDUCATION & EXPERIENCE:

• H.S. Diploma or GED required


• Associate's degree, some college and/or professional technology training preferred


• Less than 2 years Phone Center and Customer Service Center related experience required


• Less than 2 years' experience with JAMF JSS management tool, Droid, iOS and Windows phone OS support, Google Docs, Box, and cloud based services; Windows and Mac platforms, hardware repairs; Windows and Mac operating system experience required


• Less than 2 years Microsoft Software Suite experience preferred


• Less than 2 years technical support role with computer help desk preferred


• Less than 2 years scheduling, managing budgets, supervisory experience preferred

WORK HOURS:

• Full-time, non-exempt position


• Monday - Friday, 10:30 a.m. - 7:30 p.m.; 8 hrs./day; 40 hrs./week; Weekend work every 11 weeks from 10:00 a.m. to 4:00 p.m.

SALARY STRUCTURE:

Pay Grade 6 (Hiring Range $22.17 to $29.38 per hour)

ABOUT UR :

At the University of Richmond, we're creative, inclusive, and determined. We're Spiders, and our mission is to create positive change in the UR community and beyond. Located minutes from downtown Richmond, Virginia, the University of Richmond ( blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. There's only one place like Richmond.

UR is committed to developing a diverse faculty, staff and student body, and to modeling an inclusive campus community which values the expression of differences in ways that promote excellence in teaching, learning, personal development and institutional success. In keeping with this commitment, our academic community welcomes candidates from diverse backgrounds and candidates who support diversity. EOE