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Metropolitan State University Of Denver Service Desk Specialist in Denver, Colorado

Please see Special Instructions for more details.IMPORTANT: In order to be considered as an applicant you must apply via theonline application system, .References refers to a list of three professional references and their contactinformation.Official transcripts will be required of the candidate selected for hire. Posting Details Posting Number A01460 Position Title Service Desk Specialist Position Number E01130 Salary for AnnouncementThe starting salary for this position is $41,200. The final salary will becommensurate with education and experience. Pay GradePay Grade (2020): 14 Employee Category Professional staff Department Client Services EClass Code Full Time Professional Staff Position SummaryOur Service Desk Specialists are the first responders to student, facultyand staff IT requests. We understand the interconnectedness of all our ITsystems and services, and we excel at helping our clients navigate them.Reporting to the Service Desk Supervisor, you will provide technical supportby phone, chat, and occasionally in-person. You will have your hands inmany systems including Office 365, Canvas, SCCM, JAMF, and Banner,and you will work with every team within IT Services. To be at home in thisposition, you will promote knowledge-sharing and question-asking with yourpeers. Your inquisitiveness will serve you well and we want to foster yourprofessional growth and skills in areas that interest you. We're looking fora team member that values student success by advocating for our customers andthrough mentorship of our student employees.COVID considerations: Our team normally works on campus, but we areworking remotely to maintain social distance for the foreseeable future. Duties/Responsibilities65% Technical Support*Promote a service-oriented culture with forthcoming updates, advice, andtechnical resolutions in conversation and writing. Maintain a caseload oftickets within the IT Service Management tool.*Perform diagnostics on devices and accounts used to access MSUDenver-supported services and make decisions following defined procedures andindustry best practices. Identify workarounds and assist with investigationsof underlying problems.*Troubleshoot network issues including wireless, VPN, and wired connections.*Promote new services and informational resources available to the MSU Denvercommunity.15% Collaboration*Mentor and on-board student employees through structured trainings,one-on-one coaching, and skills evaluations.*Stay connected with your peers on collaboration tools to share updates,monitor trends, celebrate success, and to ask and answer questions.*Become a resource for the Service Desk on 3-5 systems administered by otherteams (i.e. Security, Networking, Application Services) to increaseeveryone's understanding and to cultivate relationships with other work units.*Identify duplicate or outmoded work processes and suggest alternateapproaches*Participate in division/university-wide projects as a technical resourceand to advocate for customer experience.*Participate in opportunities for professional development.15% Technical Writing*Write and document technical solutions for publishing in the ITS knowledgebase.*Conduct training to educate peers on processes and advanced technicalsolutions.*Write comprehensive notifications to clients from the ticketing system.5% Other responsibilities as assignedAt the discretion of the Service Desk Supervisor, perform additional tasksand special projects as assigned. Required Qualifications*Experience providing customer service in an information technologyenvironment*Experience troubleshooting and supporting MS Windows 10 and MS Office

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