Service Desk Representative I

Provide initial support for UTSIS customers and internal teams, using primarily phone, chat, and the Information Technology Service Management (ITSM) tool to create, monitor, assign, work and report on incidents and service requests. The Service Desk Rep I is often the first point of contact for UTSIS customers, and the owner and administrator of several support and monitoring applications.

Minimum Education And Experience

Bachelor's degree or Associate's degree and 2 years of related experience or high school diploma and 4 years of related experience.

Preferred Education And Experience

Experience maintaining, administering, and supporting IT Service Management (ITSM) applications (i.e. Cherwell, ServiceNow, TeamDynamix). Familiarity with environment monitoring and on call support tools (i.e. Nagios, Uptrends, PagerDuty). Awareness and understanding of ITIL best practices including Incident, Service Request, and Change Management, as well as Project and Portfolio Management. Understanding of SQL style query writing is a plus. Bachelor's degree plus 4 years experience in a similar role.

Essential Duties And Responsibilities

Support

• Work and communicate well with people in all levels of the organization, both internal and external, within a fast-paced, dynamic environment which include competing interests and priorities
• Work with other UTSIS staff for continuous process improvement
• Provide off-hours/on-call support for applications as required
  
  

Administration

• Basic understanding of ITIL processes and best practices, and actively participate in development of new processes, applying positive changes to UTSIS managed tools
• Assist with creation and maintenance, and train others on new and existing reports, dashboards, and general use of applications managed by the Service Desk
• Create and maintain documentation for UTSIS processes and organize within internal knowledge base and document libraries
  
  

Other duties as assigned

Additional Information

• Position location will be discussed during the interview process.
• Location can be Fort Worth, TX or Richardson, TX.
• Hybrid remote work environment available. A UT Dallas Remote Work Agreement is required upon employment.
• Must have the ability to be on Richardson campus with 48 hours of notice.
  
  

Important Message

• All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.
• The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the ADA Coordinator. For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator.