What are the responsibilities and job description for the IT Service Support Agent position at University of Louisiana Lafayette?
Position Title: Computing Support Services: IT Service Support Agent
Department: 6710|Computing Support Services
Responsibilities:
Essential Responsibilities
(Include but not limited to):
- Receive and respond to incoming calls, emails, team chats, and/or walk-ups about Information Technology and related services questions and problems.
- Triage inquiries using Service Desk procedures and escalate as shown in the Catalog of Services.
- Ensure customer inquiries are resolved within the timeframe of SLA’s listed for the service.
- Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.
- Perform on-site or remote analysis, diagnosis, and resolution of desktop problems for end users, and recommend and implement corrective solutions.
- Review and remain up to date on information contained in Service Desk documentation and outside sources of information on best practice for the IT service support industry.
- Assist IT Service Support Specialist with student worker training and documentation as needed.
- Assist IT Training Specialist with updated documentation on website, wiki, and other KB repositories as needed.
- Perform other duties as assigned by supervisor
Qualifications:
Required Education, Experience, & Skills
- Bachelor’s degree in information technology/computer science required. (Associate degree plus two years of professional level experience in IT, or four years of professional level experience in IT may substitute for the bachelor's degree.)
- Working technical knowledge of current IP protocols, operating systems, and IT standards
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to conduct research into PC, software, and other IT products as needed
- Good written, oral and interpersonal communication skills
- Working knowledge of PC and desktop hardware
- Hands on hardware troubleshooting experience
- Proven analytical and problem-solving abilities
- Strong customer service orientation
Preferred Education, Experience, & Skills
- Knowledge of automation tools such as Microsoft System Center and Bomgar
- Certification preferred: CompTIA Security and/or CompTIA A ; ITIL (Information Technology Infrastructure Library
- Good organization skills to balance and prioritize work and multitask
- Social media in business experience, Twitter/Facebook/Instagram
- Ability to work independently, remotely, and as part of a team
- Working knowledge of ITIL
- Attention to detail
Work Environment
- May require weekend and evening work
- On-Site/Remote Hybrid
Job Ad# (req1896)
Salary : $42,500 - $53,800
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