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IT Phone Support Technician, Help Center

Employer
University of Denver
Location
USA, Denver, Colorado
Salary
Negotiable

Job Details

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".

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.

Position Summary:

Reporting to the Manager of the Help Center, this position is 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 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 have a combination of remote and on campus work. Further clarification 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 and software for the University community.
  • Assist with Drop-in (in-person) traffic as needed as well as any lab issues that may arise.

At the higher end of this position, the employee will become proficient in more 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 to communicate with diplomacy, tact, and judgment, both in person and on the telephone.
  • Ability to gather, organize, and analyze information for the purpose of identifying needs and possible solutions during the troubleshooting process.
  • Ability to prioritize work requests, manage projects, and be able to perform tasks without being distracted.
  • Ability to adapt to changes quickly, perform well under pressure, and be able to change behavior in relation to others actions.
  • Demonstrate and constantly update your understanding of Help Center policies and procedures.
  • Be familiar with operational and technical resource phone numbers and effectively control traffic flow and escalations.
  • Good communication, teamwork, and telephone skills. Articulate and comfortable with customer duties and skills.

Required Qualifications

  • High school diploma or GED.
  • Previous call center or customer service experience.

Preferred Qualifications

  • Associates 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.

Work Schedule

Weekdays and/or weekends. Hours may vary depending on the Academic term. Minimum of 15 hours/week.

Application Deadline

For best consideration, please submit your application materials by 4:00 p.m. (MST) Wednesday, September 23rd, 2020.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Hourly Range

The hourly range for the position is $13.50.

Please include the following documents with your application:

  1. Resume
  2. Cover Letter

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.

Organization

Founded in 1864—just a few years after the city of Denver itself was founded—the University of Denver is one of the country's premier private universities.

The University's 125-acre campus, a few miles south of downtown Denver, is home to more than 11,500 students hailing from all regions of the United States and 83 other countries.

The University offers:

Regardless of what they study, University of Denver students embark on a personal educational journey that helps them find and follow their individual purpose.

Collaborative, Experiential Learning

Our students work closely with faculty, peers and members of the community on projects, research and fieldwork. They cross disciplines to discover new perspectives and approaches to problem solving.

In and out of the classroom, our students learn by doing, whether they're collecting data in the field or putting theory into practice in a clinical setting.

The University of Denver Culture

Across the University of Denver’s many divisions, departments, and offices, supervisors are searching for new employees who strive to excel and innovate, prize integrity, and who value the opportunity to engage with the community.  The University is always looking for creative problem solvers, critical thinkers, and lifelong learners who want to know more and do more.

At the University of Denver, our culture is steeped in ethics and social responsibility. As a result, our faculty and students represent a wide array of perspectives and enjoy the healthy dialogue that grows out of diversity. University of Maryland, Baltimore

For all their differences, the members of our community are united by a common purpose: They're determined to confront society's most pressing challenges—everything from world health and the global economy to access to education.

Company info
Website
Telephone
3038717770
Location
2199 S. University Blvd.
Denver
Colorado
80210
US

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