Job Description:

DIVISION: Information Services

BASIC FUNCTION:

Under the Direction of Support Services this position oversees timely delivery of quality technical support to faculty staff and students. Including management of the ticketing system telephone calls email and walkins. The Service Desk technician will work closely with both the internal and external customers to insure precise and timely technical support to all. Focusing on continuous improvements that will create and maintain a positive and consistent service desk experience. The role requires a thorough understanding of common technical support and customer service challenges including quality of diagnostics call volume analysis documentations etc. The individual will also be responsible for the day to day maintenance and monitoring of the service ticketing system and will act to insure its consistent availability and usability. As the lead technical contact at the Help Desk this individual should possess solid client/server understanding. Active Directory and desktop software knowledge and must be able to apply that knowledge to a wide resolution of service disruptions in order to insure the proper recording routing and resolution of incidents. A Positive attitude and solid customer service skills are a must. Work closely with Academic computing staff to identify trends or outage and escalate appropriately.

UNUSUAL WORK CONDITIONS: Some heavy lifting of equipment

SUPERVISION OF PERSONNEL: Student Staff As Needed

ESSENTIAL FUNCTIONS:

• This role will support Faculty Staff and Students with technical issues relating to connectivity hardware and various software applications via Email Phone WalkIn and SelfHelp Portal.

• Convey all campus messaging identifying trends and areas of interest or concern Support BOT and student events as needed.

• Review and implement proper support services and procedures to continuously improve. Ensure all work performed completed and recorded appropriately in the incident management system.

• Routinely utilizes and contributes to the knowledgebase; actively promotes utilization to both internal and external customers.

• In conjunction with New Student Programs and Residence Life work to educate and prepare incoming firstyear students during the summer through Movein Day.

• Provide reports and statistical analysis upon request.

• Participate in special projects as directed. Freshman Movein Day & Orientation Student Activities Fair etc.

• Liaison to Fairfield University students Faculty & Staff to provide assistance and information on general systems upkeep and virus protection as well Tier 2 support issues.

• Works in collaboration with the Desktop Architect and field technicians towards timely resolution of identified issues.

• Understands and can troubleshoot classroom AV issues able to perform under pressure (in front of a class) to figure out technical issues in classrooms.

• Some weekends or night support for special events will be required.

Category:

Performs such other duties responsibilities and activities as required by supervisor and as departmental/University needs indicate.

*Disclaimer

The above information indicates the general nature and level of work performed by employees within this classification. It is not designed to contain and should not be interpreted as a comprehensive inventory of all duties responsibilities activities and/or qualifications required or expected of employees assigned to this job. Duties responsibilities and activities may change and new ones may be assigned at any time with or without notice.

All offers of employment are contingent upon a satisfactory background check.

Fairfield University provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Load a resume or CV first then upload supporting documents including a cover letter at the bottom of the third page under the My Experience section where it says to upload a Resume/CV. You will be able to upload up to 5 other documents in this section. You will be unable to edit your application so please have all documents available before applying.

Faculty Positions: If you need to upload more than 5 documents please either combine them to upload or email the additional documents to the applicable contact in the job description.

Staff positions: If you need to upload more than 5 documents please either combine them to upload or email them to