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Service Desk Specialist - Dobbs Ferry New York
Company: Mercy University Location: Dobbs Ferry, New York
Posted On: 04/26/2024
Service Desk Specialist Print (https://www.schooljobs.com/careers/mercyedu/jobs/newprint/4422405) Apply --- Service Desk Specialist Salary $20.33 - $32.52 Hourly Location Tarrytown, NY Job Type Full Time Staff Job Number 00628 Division Facilities and Operations Department Info Tech / Chief Info Officer Opening Date 03/07/2024 Union Status Union -
Description -
Benefits Job Posting Summary Service Desk Specialist position serving as the first point of contact for customers submitting a request or reporting a problem or incident. Essential Job Functions & Responsibilities: -
Answer telephone calls to the Mercy IT Help Desk and work with customers to identify problems or requests. -
Process email sent to the Mercy IT Help Desk and respond to customer. -
Conduct chat sessions with customers. -
Log calls, chats, and emails into the Mercy IT ticketing system. -
Create a ticket in Mercy IT ticketing systems documenting requests, problems, or incidents. -
Respond to customer questions regarding IT policies and services. -
Assist customers to resolve straightforward technical problems. -
Write and update procedures and knowledge base articles. -
Employ remote access tools to assess and resolve problems being report by customers. -
Escalate requests or problems that cannot be handled by Help Desk staff to Tier II Technical Support. -
Recognize that multiple calls related to the same problem may represent an incident and escalate the problem to both Tier II Technical Support and the Help Desk Manager. -
Participate in project teams or lead project teams as assigned. -
Participate in training provided by Mercy to enhance IT Help Desk staff skills and overall Help Desk service level. Every effort has been made to identify the essential functions of this position. It in no way states or implies that the responsibilities listed are the only duties required to perform in this position. The omission of specific statements of duties does not exclude them from the position responsibilities if the work is similar, related, or is an essential function of the position. Qualifications Education Requirements: - Associate's degree in a technical field or equivalent years of experience in a technical field.
Required Skills & Experience: -
Minimum of one year of experience in an IT-related help desk. -
Strong customer service orientation. -
Strong computer skills and a high comfort level with technology. -
Excellent oral, written, and interpersonal communication skills. -
Experience with utilizing a support ticketing system. -
Experience learning new skills and using new technologies. -
Strong work ethic and positive attitude. -
Experience working in higher education. -
Experience with Active Directory. -
Experience with audio-visual systems for instructional spaces and conference rooms. -
A+ or similar industry certification Physical/Other Requirements: |
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