Service Desk Specialist 495755 & 498308

Aug 02, 2017
Institution Type
Four-Year Institution

Service Desk Specialist 495755 & 498308

Position Type: Staff

Position Number: 495755 498308

Department: IT Customer Support Services Dept

Job Summary/Basic Function:
Position Summary:
The Service Desk Specialist delivers quality customer service to the Lamar community by providing a single point of contact to report or make inquiries. Handles day-to-day service delivery problems using standard procedures and tools. Assists with improving the operation of the service desk by working on special projects as assigned. Must be willing to work flexible schedule as needed. This position is security sensitive.

Duties and Responsibilities:
  • Ensure customer satisfaction by responding to the calls to the Service Desk with courtesy and professionalism.
  • Accurately log all customer request and incidents following standard procedures.
  • Escalate incidents and requests as appropriate to the correct Tier 2 support staff using standard procedures.
  • Follow up with customers to ensure resolution of work orders/service tickets.
  • Develop internal support procedures and documentation for customer self-service support capabilities.
  • Assist students, faculty and staff with password and computer access issues.
  • Provide assistance on common tools and applications.
  • Train and monitor student workers.
  • Performs additional responsibilities as assigned.

    Minimum Qualifications:
    Entrance Qualifications and Experience:

    Required Skills and Abilities:
    • Excellent customer service skills; strong verbal and written communication skills.
    • Superior telephone and e-mail etiquette.
    • Ability and willingness to work cooperatively with a diverse population.
    • Strong aptitude and initiative for learning.
    • Basic computer knowledge and proficiency using Microsoft Office applications.
    • Attentiveness to detail, excellent organization skills, and multitasking.
    • Works well in team environment, must be a team player.
    • Keyboarding skills with emphasis on speed and accuracy.

    Education and Experience:
    • Associates degree preferably within a computer or business related field.
    • Two (2) years of technical or customer service related work experience is required.

    Preferred Qualifications:
    Preferred Qualifications:
    • Previous Service Desk experience preferred.

    Lamar University is proud to provide employment preference to veteran applicants in accordance with Texas SB 805, Section 657.003.

    Security Sensitive Statement:
    This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information.

    Salary: $25,000

    Work Hours:

    Posting Date: 08/01/2017

    Close Date: 8/15/2017

    Open Until Filled: No

    Special Instructions:

    To apply, visit

    Lamar University is an affirmative action/equal opportunity employer. It is the policy of Lamar University not to discriminate on the basis of non-relevant criteria including, but not limited to race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, disability, or veteran status in its educational programs, activities, admissions or employment practices.