IT Service Support Agent

Position Title: IT Service Support Agent

Department: 6710Computing Support Services

Responsibilities:

University Computing Support Services (UCSS) providestechnological assistance and services within the scope of the universitysacademic mission. The main services include the IT Service Desk general accesscomputer labs and the operation of computer systems providing core services touniversity constituents.

Position:
The Service Desk is a busy fast-paced environment and isthe University constituents primary point of contact for all IT issues. Giventhe importance of technology in the modern workplace UCSS employees andService Desk employees in particular can make a significant impact on usersproductivity. As such it is a vitally important UCSS service. The IT ServiceSupport Agent will report to the IT Service Desk Manager and provide firstlevel IT support to UL Lafayette constituents.

Essential Responsibilities
Providefirst-level support by triaging customer inquiries resolving issues accordingto Service Desk procedures and SLAs and escalating complex problems asoutlined in the Catalog of Services.
Continuouslyreview and update knowledge of Service Desk documentation and industry bestpractices from relevant sources.
Supportthe Student Coordinator in training student workers and creating trainingmaterials.
Collaboratewith other Service Desk members to ensure accurate and current documentation onthe website ITSM system and other information platforms.
Completeother assigned tasks as directed by the supervisor.

Qualifications:
Required Qualifications:
-Bachelors Degree
-OR an Associates degree plus 2 years experience in an Information Technologyfield will substitute for the Bachelors degree
-OR 4 or more years of relevant experience in an Information Technology fieldwill substitute for the degree requirements.

Skills Abilities Etc.:
-Proficient operating systems (e.g. Windows macOS) and general IT standards.
-Ability to prioritize tasks and perform effectively under pressure.
-Strong research skills for evaluating IT products and solutions.
-Excellent written and verbal communication and interpersonal skills.
-Comprehensive knowledge of PC and desktop hardware.
-Demonstrated expertise in hardware troubleshooting and repair.
-Proven ability to analyze and resolve technical problems.
-Strong customer service orientation with a focus on effective issueresolution.

Job Ad#(req4534)

Required Experience:

Unclear Seniority