Part-time Phone Support Technician

Position Summary

As a part-time Phone Support Specialist youll be the first point of contact for technology support at the University of Denver. Working closely with a collaborative team under the guidance of the Phone Support Lead youll field incoming calls emails and service tickets to help students faculty and staff resolve common technical issues. Youll use remote support tools with a strong emphasis on customer service and communication to resolve issues.

This role requires a strong commitment to always maintaining customer privacy and data security in line with company policies and compliance standards.

This is an excellent opportunity for those who enjoy problem-solving continuous learning and being part of a supportive service-minded team.

This is a non-benefited position dependent on available funding and performance not to exceed 1000 hours in a calendar year.

Essential Functions

• Respond promptly and professionally to Help Center phone calls web tickets and emails
• Document tasks resolutions and updates in ServiceNow and assist with documenting support procedures and best practices
• Provide first-line troubleshooting for accounts passwords email DU systems and general software/hardware
• Use remote tools to support clients with issues
• Collaborate with Help Center and IT Customer Services team members to escalate or resolve complex issues
• Monitor ServiceNow tickets and escalate system issues or outages appropriately
• Communicate clearly and effectively with users across technical skill levels
• Must be able to communicate with diplomacy tact and judgment both in person and on the telephone
• Maintain a clean and organized workspace in the Help Center service area
• Cover evening and weekend shifts as eligible
• Perform related work as required or assigned

Knowledge Skills and Abilities

• Participates as a member of the IT Customer Services department and Information Technology division.
• Works collaboratively to resolve issues and provides a positive experience for the University community.
• Friendly patient and service-minded
• Comfortable working directly with people of varying technical skill levels
• Proactive problem-solver with a curious mindset
• Dependable and accountable in completing tasks accurately and on time
• Works well in a team-oriented environment

Required Qualifications

• High school diploma or GED
• Experience in customer service help desk or technical support roles
• Strong interpersonal and communication skills
• Comfort handling customer-facing calls and resolving basic issues
• Previous experience in a call center or customer service setting

Preferred Qualifications

• Associates degree or equivalent work experience
• Experience working in a fast-paced client-facing environment
• Previous IT support experience in a university setting
• Familiarity with Apple and Microsoft Windows operating systems
• Intermediate knowledge of Microsoft Office basic networking and Active Directory

Working Environment

• The work environment is a university with cyclical periods of increased workloads with the possibility of moderate to high stress levels.
• The department is highly automated with attention paid to ergonomics and safety.
• The unit is one of several working collaboratively and cooperatively in a team-based organization.
• The position may require working irregular hours including both weekends and evenings.
• The work environment consists of surroundings with moderate noise levels and frequent contact with electrical devices.

Physical Activities

The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions which include:

• Ability to sit in front of a computer for an extended period of time.
• Stand walk sit use hands to handle or feel objects tools or controls; climb stairs; balance; stoop; talk or hear; walk up flights of stairs
• The employee must occasionally lift and/or move up to 50 pounds.

Work Schedule

• Part-time work schedule of approximately 20 hours per week.
• The position may require working irregular hours including both weekends and evenings.

Application Deadline

Applications will be reviewed as they are received. For consideration please submit your application materials by 4:00 p.m. (MST) July 11 2025.

Special Instructions

Candidates must apply online be considered. Only applications submitted online will be accepted.

Hourly Range

The hourly range for this position is $20.00-$23.00.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate departmental budget availability internal salary equity considerations and available market information but not based on a candidates sex or any other protected status.

Benefits

TheUniversity of Denveroffers some benefits for non-benefited employees. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about theUniversity of Denver.

Please include the following documents with your application:

1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex (including sex stereotypes sex characteristics sexual orientation gender identity and gender expression) marital family or parental status pregnancy or related conditions national origin disability or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race color national origin ancestry age religion creed disability sex (including sex stereotypes sex characteristics sexual orientation gender identity and gender expression) marital family and parental status pregnancy genetic information military enlistment or veteran status and any other class of individuals protected from discrimination under federal state or local law regulation or ordinance in any of the Universitys educational programs and activities and in the employment (including application for employment) and admissions (including application for admission) context as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Workers Rights (POWR) Act; and any other federal state and local laws regulations or ordinances that prohibit discrimination harassment and/or retaliation. For more information please see the University of DenversNonDiscriminationStatement.

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