What are the responsibilities and job description for the Information Technology Support Specialist position at Planet Technology?
NO 3rd Party Recruiters
Contract assignment until July
IT Service Desk Responsibilities:
- Provide service desk support by answering phone calls, managing the service desk email, and handling walk-in incident reports or service requests.
- Offer assistance during key student events, such as orientation, move-in day, placement, mid-term exams, and final exams. Provide support to faculty to address equipment and software requirements.
- Resolve tier 1 issues for end users, including troubleshooting computer hardware, software, network devices, and connectivity problems. Use the ITS (ServiceNow) ticketing system to log incidents or service requests. Independently research solutions or escalate issues to a Senior Specialist when necessary. Document solutions and procedures in the ServiceNow knowledge base and follow up with users to ensure issue resolution and accurate ticket documentation.
- Support during system outages and IT security emergencies by restricting access and implementing appropriate solutions to mitigate incidents.
- Reset user passwords for all university systems (e.g., Duo Mobile, Active Directory, email, Workday) according to ITS protocols.
- Monitor and analyze ticket trends to identify recurring issues.
- Perform software updates and patch management.
- Decommission outdated equipment and record asset disposal following university procedures.
Required Qualifications:
- 1-3 years of relevant experience.
- Proficiency in MS Windows, Mac OS, Email systems, Web Browsers, Microsoft Office (Word, Excel, Outlook), imaging, and antivirus software.
- Strong written and verbal communication skills.
- Excellent customer service abilities.
Team Structure:
- Reports to the Director of the Service Desk.
