IT Specialist, IT-Campus Partnerships (002866)
Division Summary: 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 to faculty, students and staff. Embracing DUs Impact 2025, the division partners with administrative and academic units to align strategic goals and operational plans, providing unified service in the spirit of One DU. Department Summary: The Information Technology Help Center, located within the Anderson Academic Commons, provides customer focused IT support campus-wide, at the University of Denver, which includes: phone, email, online, and drop-in services for all faculty, staff, and students.
Reporting to the Manager of the Help Center, this position is the lead phone support specialist, responsible for answering technical questions through phone and email; troubleshooting and configuring on-campus network connectivity and off-campus access to campus resources; helping students, faculty, and staff with Microsoft Office applications, DU system and application support (email, passwords, etc.), and basic software and hardware troubleshooting. This includes over the phone, email and remote support at the Help Center during business, evening hours and/or weekends. Additionally, this position will communicate ongoing problems with co-workers and management and escalate hardware/software issues when needed. This position will also be a resource to Help Center drop-in and phone support staff by acting as the next level in the technical escalation path for account, hardware, and software issues.
- Promptly answers Help Center phone calls and web tickets/emails.
- Provides assistance with DU systems/applications and basic software issues for the University community via phone support.
- Ensures quality customer service and is a point of contact for escalated drop-in incidents and/or clients that require additional assistance.
- Manages workflow of the call center, and maintains staffing schedule and coverage for this area.
- Audits phone and web tickets for quality assurance purposes.
- Creates Office365 groups/teams as well as completes email name changes for the University community.
- Creates internal documentation for better troubleshooting over the phone and for escalation purposes.
- Monitors call volume and reports issues to Management.
- Manages the Help Center voicemail (greetings, mailbox, etc.)
- Reports problems; discuss needs and recommendations with managers on a regular basis.
- Assists with drop-in traffic as needed as well as any lab issues that may arise.
Knowledge, Skills and Abilities
- Good organizational skills, punctuality, and dependability.
- Must be able to communicate with diplomacy, tact, and judgment, both in person and on the telephone.
- Strong verbal and interpersonal communication skills.
- Ability to gather and organize information for the purpose of identifying needs and possible solutions.
- Must be able to analyze, troubleshoot, organize work, set priorities and develop possible solutions for problems.
- Ability to prioritize work requests, manage projects, and be able to concentrate and not be distracted while performing task.
- Must be able to perform well under pressure and be able to change behavior in relation to others actions.
- Ability to adapt to changes quickly.
- Demonstrate and update your understanding of Help Center policies and procedures.
- Monitor ServiceNow web incidents for system issues and escalate as necessary.
- Promptly respond to client inquiries.
- Ability to be a role model and represent the professional image of the University, the Information Technology, and the IT Help Center.
- Be familiar with operational and technical resource phone contact numbers and effectively controls traffic flow and escalations.
- High school diploma or GED.
- Previous call center or customer service experience.
- Bachelor'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 Windows operating systems.
- Intermediate knowledge of Microsoft Office, computer network configurations, and Active Directory.
- Good communication, teamwork, and telephone skills.
- Articulate and comfortable with customer duties and skills.
- Monday - Friday, 8:00 a.m. - 4:30 p.m.
- Evenings and weekends as required.
For best consideration, please submit your application materials by 4:00 p.m. (MST) Friday, March 15, 2019.
Candidates must apply online through www.du.edu/jobs to be considered. Only applications submitted online will be accepted. Once within the job description online, please scroll to the bottom of the page to apply.
Please include the following documents with your application:
- Cover Letter
NOTE: The online system is limited to uploading 10 files. Please combine content if necessary to get all content uploaded.
The University of Denver is committed to enhancing the diversity of its faculty and staff. We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, religion, sex, sexual orientation, gender identity, disability, military/ veteran status or any other status protected by law.
All offers of employment are based upon satisfactory completion of a criminal history background check.