Service Desk Technician
Service Desk Technician
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
PLNU is a Christian liberal arts university in the evangelical Wesleyan tradition offering quality undergraduate graduate and professional programs. We provide higher education in a vibrant Christian environment where minds are engaged and challenged character is modeled and formed and service is an expression of faith. PLNU is an institution that is committed to reflecting the rich diversity of Gods kingdom. We therefore encourage applications from culturally diverse candidates.
Benefits:
We are pleased to offer attractive benefits and resources. This includes benefits such as health dental tuition benefits for employees and dependents competitive retirement matching vacation and sick time and 15 paid holidays per addition we have many opportunities to engage with our community including staff chapel and a robust wellness program.
Job Summary:
Working as part of a larger support team this position is a first point of contact for the troubleshooting and customer support intake at the PLNU Solution Center a unified support desk for ITS and Campus Facilities. The Service Desk Technician addresses technology-related support requests processes facilities requests for the University and provides guidance and training to Solution Center student employees throughout their shifts.Salary pay ranges:
Level 1 - $24.90
Level 2 - $26.89
Level 3 - $29.88
Internal Classification: Career Track - Support; Job Level - 2
Job Status:
Full time***
Job Description:
RESPONSIBILITIES
Provide primary support at the Solution Center on a rotational schedule
Provide IT support for regular tasks such as account access requests and tier 1 software troubleshooting
Understand and ensure the application of established University ITS and Campus Facilities policies and procedures
Be a resource of information and guidance for Solution Center student employees
Assist in the training of student employees
Responsible for the creation and upkeep of knowledge base content
Identify recommend and implement process improvement steps and automation within the Solution Center
Present a positive disposition and maintain constructive interpersonal relationships with customers
Establish and maintain an environment conducive to team building cross-team communications and professionalism
Maintain high standards of customer service for phone ticket and walk-in requests
Display courtesy and sensitivity while handling difficult or emotional situations with customers
Consistently meet operational level agreements to ensure successful escalation of calls
Work as a part of a larger team of support personnel
Additional duties as assigned
QUALIFICATIONS
One year of information technology experience required
Experience in customer service and/or technical service desk environment required
Ability to present ideas in user-friendly business-friendly and technical language
Applicant must display a willingness to make decisions as well as exhibit sound judgment
Knowledge of and ability to troubleshoot various hardware and software
Excellent ability to analyze and solve problems
Experience supporting Microsoft Windows and macOS
Experience supporting Microsoft Office and Google apps
Evidence of Christian commitment and active church addition staff agree to live in agreement with PLNUs Community Life Covenant.
The job offer is contingent on a clear background check.
PHYSICAL REQUIREMENTS
The work is primarily sedentary and may require sitting for extended periods of time.
Use of computer equipment: computer keyboard mouse and monitor.
Effective verbal communications skill that allows effective communication with others in person in writing and by phone.
Standing stooping pushing pulling and lifting up to 15 lbs throughout the day.
***
At PLNU we believe in pursuing calling together. Deep and meaningful relationships between students faculty and staff is vital in nurturing our shared community and expressing Gods love. We are looking for enthusiastic candidates to join us in empowering our students to reach their greatest personal spiritual and professional potential.
Point Loma Nazarene University does not discriminate on the basis of race color national origin sex age disability or status as a veteran in any of its policies practices or procedures.
Required Experience:
IC
Employment Type
Full-Time
