The position provides level 2 help desk support to all campus and corporate customers on hardware, software, and network-related problems and questions. Responsible for answering the customer support channels, generating trouble tickets, working with campus-based and central IT staff to coordinate second and third-level support, and ensuring user problems are addressed per standard operating procedures.
Serves as an escalation point for level 1 help desk staff, including daily work activities/priorities and ticket triage.
Provide level 2 support and training to users on the use of computer software and hardware.
Develop and maintain a professional relationship with all Support Services and external support partners.
Provides PC hardware and software help desk support to customers via telephone and walk-in service.
Responds to customer inquiries and requests for assistance via telephone, email, web, chat, voice mail, and automatic ticket system.
Documents, tracks, and monitors technical issues to ensure resolution according to service level agreements (SLAs).
Provides installation, configuration, troubleshooting, and support for commercial off-the-shelf (COTS) products manufactured by Microsoft, Apple, and other industry-standard software.
Set up Network accounts for new employees.
Performs adding, modifying, or deleting user profiles and accounts.
Analyzes/troubleshoots second-level desktop, business applications, and network issues and assigns to appropriate team members per standard operating procedures (SOPs).
Creating help desk documentation, including but not limited to step-by-step instructions, SOPs, policies, knowledge base entries, etc.
Assisting students and faculty with academic application support.
Follow up with customers, provide feedback, and see problems through to resolution.
Utilize excellent customer service skills and exceed customers’ expectations.
Recommended procedure modifications or improvements.
Preserve and grow your knowledge of industry-standard help desk procedures, products, and services.
Follows all SOPs and Policies.
Attends Help Desk team meetings and training.
Assists with handling customer contacts during peak volumes and meets Level I monthly performance metrics
Completes other tasks and projects assigned by Information Technology Management.
Essential Knowledge, Skills & AbilitiesMust be reliable, attentive to detail, punctual, and able to work independently.
Deep understanding of computer systems, Microsoft Windows environments, the internet, and networked environments.
Good knowledge of desktop application software.
Familiarity with academic support environment.
Comprehensive knowledge of standard help desk best practices.
Desire to work as part of a team.
Excellent customer service skills.
Strong verbal and written communication skills with the ability to articulate complex concepts to technical and non-technical audiences.
Ability to work on multiple projects simultaneously and adjust priorities based on institutional need.
Desire for continual professional growth and self-motivation to achieve goals.
Two to four years prior experience as help desk support.
Diploma in computer or systems service or repair.
Successful completion of courses in computer support and service subjects.
Good interpersonal communication skills required.
Strong problem-solving skills and ability to logically analyze complex processes and systems.
Hands-on experience in process mapping, process improvement, and process re-engineering.
Experience in higher education institutions is strongly preferred.
Certifications in the relevant supported products are strongly preferred.
Driver's license.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies.
The ability to maintain good concentration.
Drive company vehicles.
A typical work week is 40 hours, Monday through Friday. However, employees may be asked to work outside non-work hours during peak times.
Weekend and overtime work will be as required.
This job may require occasional travel.
Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.
Some of the travel may be international.
CONFIDENTIALITY CLAUSE
The highest level of confidentiality, honesty, and integrity is required for this position, and employees within the university are obligated to maintain confidentiality even after they leave the department.
· Student Centric: We approach every task with a focus on supporting our students to achieve their lifelong learning goals in a safe, vibrant and welcoming environment.
· A Global Community: We are one team with an international outlook welcoming the strength in our diversity and the value each of us brings to what we do.
· Accountable: We take responsibility for our actions by being responsive, resourceful and respectful in delivering on our commitments with integrity and the highest ethical standards.
· Collaborative: We support and empower one another through open communications, cooperation, sharing knowledge and taking time to always listen and show we care.
· Committed to Excellence: We take pride in our ongoing pursuit for continuous improvement through creativity, rigor and best practices to produce meaningful outcomes.
University Support Services LLC (USS) is an affiliate of St. George's University (SGU), a leading provider of international medical education. SGU students and faculty come from 151 countries to the island of Grenada, located in the West Indies. Our purpose is to support SGU to deliver best in class education for all SGU students. We put a special focus on the growing global need for diverse high-quality medical and healthcare professionals. USS is pivotal in positioning SGU as a premiere medical degree institute through its student-facing as well as functional support teams.
USS is an equal opportunity employer. As such, it is company policy to fill positions with qualified candidates regardless of race, color, sex (including sexual orientation and gender presentation), age, religion, ancestry, national origin, citizenship status, pregnancy, marital status, medical condition, genetic information, disability, status in the Uniformed Services of the United States (including veteran status) or status as a victim of domestic violence, except where there is a bona fide occupational qualification. This policy protects applicants and employees from discrimination in the hiring process.
