Service Desk Specialist
Nature of Work
At the University of West Georgia, we’re in the business of transforming lives and changing perspectives. From success in the classroom and chosen career fields to success on the athletic field and the total college experience, UWG has more than 1100 full-time faculty and staff members dedicated to helping you succeed. Over 13,000 students pursuing undergraduate and graduate degrees attend UWG presently.
Additionally, UWG is a qualifying employer under the Department of Education Public Service Loan Forgiveness program (PSLF). This program provides student loan repayment and forgiveness for qualifying loans for eligible full-time employees. See https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service for more information.
The ITS Service Desk provides essential support for information technologies at the University of West Georgia. Service Desk provides direct support to UWG’s faculty, staff and students as they use information technologies to advance the university’s mission. Responsibilities include providing effective telephone diagnostic evaluation of customer Enterprise Hardware/Software needs. Uses judgment and timeliness in responding to and resolving each issue to the customer’s satisfaction. Resolution includes but is not limited to: identify, research, resolve issues utilizing the Knowledgebase for troubleshooting and dispatching. Requires accurate documentation, tracking and monitoring the problem to ensure a timely resolution using ITILfundamentals (ticketing tool).
Bachelor’s degree and one or more years of demonstrated experience in technology-related position with training in technology-related installations, troubleshooting hardware and software in a networked environment; OR High School Diploma and three years demonstrated experience in technology-related position with training in technology-related installations, troubleshooting hardware and software in a networked environment; OR a combination of education and demonstrated experience. Knowledge of basic software (e.g. Microsoft Office, Adobe Suites and Antivirus). Knowledge of basic PC and MAC hardware and configurations. Knowledge of basic Audio Visual components and interconnections. Excellent communication skills and the ability to relate to a diverse constituency. Ability to work in a fast paced and stressful environment with the ability to learn quickly and work as a team.
Industry certifications for Service Desk support (HDI, MCA, or other IT Service Desk Certifications); working knowledge of Active Directory, Student information systems, PeopleSoft Financials and/or PeopleSoft HRMapplications. Working knowledge within a ticketing tool for documenting tickets. Strong customer service experience, problem solving and research skills. Familiar with dual authentication and wireless support.
Physical Requirements/Working Conditions
Ability to lift 20 lbs., sit for 6-7 hours per day, and comply with the University’s standard working hours.
Notice to Applicants
Please be advised that should you be recommended for a position, University System of Georgia Board of Regents policy requires the completion of a background check as a prior condition of employment.
It is the policy of the University of West Georgia to follow federal law in regards to affirmative action and equal opportunity. The University of West Georgia.s affirmative action program and related policies are developed in compliance with Executive Orders 11246 and 11375, as amended; Title VII of the Civil Rights Act of 1964; the Rehabilitation Act of 1973 (Sections 503 & 504) and the Americans with Disabilities Act of 1990 (Title II) and their implementing regulations; the Age Discrimination in Employment Act of 1967; and the Vietnam Era Veterans Readjustment Assistance Act of 1974, as it amends 38 U.S.C. 4212.