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University Of Denver IT Phone Support Technician, Help Center in Denver, Colorado

Information Technology (IT) supports the vision, values, mission,and goals of the University through providing IT infrastructure, systems,administrative applications, academic resources and related services tofaculty, students and staff. Embracing DU's Impact 2025, the divisionpartners with administrative and academic units to align strategic goals andoperational plans, providing unified service in the spirit of "One DU".The Information Technology Help Center, located within the Anderson AcademicCommons, provides customer focused IT support campus-wide, at theUniversity of Denver, which includes: phone, email, online, anddrop-in services for all faculty, staff, and students.Position Summary:Reporting to the Manager of the Help Center, this position is responsiblefor answering technical questions through phone and email; troubleshootingand configuring on-campus network connectivity and off-campus access to campusresources; helping students, faculty, and staff with Microsoft Officeapplications, DU system and application support (email, passwords,etc.), and basic software and hardware troubleshooting. This includes overthe phone, email and remote support during business, evening hoursand/or weekends. Additionally, this position will communicate ongoingproblems with co-workers and management and escalate hardware/softwareissues wThis position will have a combination of remote and on campus work. Furtherclarification on a work schedule will be discussed with the Hiring Manager.Essential Functions:* Promptly answers Help Center phone calls, web tickets, and emails.* Monitors and escalates ServiceNow web tickets for system issues and outages.* Provides assistance and troubleshooting for DU systems, applications andsoftware for the University community.* Assist with Drop-in (in-person) traffic as needed as well as any labissues that may arise.At the higher end of this position, the employee will become proficient inmore advanced tasks and assume additional responsibilities such as:* Deploying applications via Active Directory.* Troubleshooting and answering questions via webchat.* Auditing KB articles for accuracy.* Mentoring new staff and being a resource for questions.* Eligible for working evening shifts and covering weekend shifts.* Assisting Help Center Leadership with projects.Knowledge, Skills, and Abilities:* Good organizational skills, punctuality, and dependability.* Strong verbal and interpersonal communication skills. Must be able tocommunicate with diplomacy, tact, and judgment, both in person and onthe telephone.* Ability to gather, organize, and analyze information for the purpose ofidentifying needs and possible solutions during the troubleshooting process.* Ability to prioritize work requests, manage projects, and be able toperform tasks without being distracted.* Ability to adapt to changes quickly, perform well under pressure, and beable to change behavior in relation to other's actions.* Demonstrate and constantly update your understanding of Help Center policiesand procedures.* Be familiar with operational and technical resource phone numbers andeffectively control traffic flow and escalations.* Good communication, teamwork, and telephone skills. Articulate andcomfortable with customer dutie s and skills.Required Qualifications* High school diploma or GED.* Previous call center or customer service experience.Preferred Qualifications* Associate's degree or equivalent work experience.* Experience working in a fast paced, customer-focused environment.* Previous experience in a college or university setting.* Intermediate to advanced experience with Apple and Microsoft Windowsoperating systems.* Intermediate knowledge of Microsoft Office, computer networkconfigurations, and Active Directory.Work ScheduleWeekdays and/or weekends. Hours may vary depending on the Academic term.Minimum of 15 hours/week.Application DeadlineFor best consideration, please submit your application materials by 4:00p.m. (MST) Wednesday, Septem