Provide outstanding Tier 1 (and Tier 2) technical support to faculty, staff, and students on a wide range of technologies including computers, software, network or web-based services, AV, telephony, network connectivity, and mobile devices received by the ITS Service Desk. Provide hands on technical support to resolve student device issues.
Essential Job Functions:
Provide knowledgeable technical support by phone, email, remote and in-person tools to faculty, staff, students and other members of the university community. Responds to phone calls, emails and self-service portal tickets received by the ITS Service Desk from faculty, staff and students for assistance with problems in areas of computer hardware, software, information systems, and/or telecommunications. Proactively monitors requests and escalates requests that require resolution by other ITS staff. Follow known processes and best practices. Identify and actively work towards improvements and collaborate with others to develop new processes as needed. Routinely use, promote and contribute to tier 0 resources. Continually learn new technologies and services. Other duties as assigned.
High School Diploma and at least two years of relevant experience (or equivalent combination of education and experience). Demonstrated knowledge of basic computing functions and operating systems (Windows, Mac), basic knowledge and support of common mobile devices, Integrated Gmail (formerly GSuite), common application software, web browsers, etc. Demonstrated commitment to outstanding customer service with strong written and oral communication skills. Proven experience with service management/incident tracking software. Excellent problem-solving skills. Must be conscientious and dependable with a pleasant demeanor and able to remain calm, focused, and courteous with occasional irritated callers.
Bachelor's degree from an accredited university in a field related to this role
Pay/Salary: Competitive based on education and experience
To achieve our mission as a liberal arts college, we continually strive to foster a diverse campus community, which recognizes the value of all persons regardless of religion, race, ethnicity, gender, sexual orientation, disability, or socio-economic background. For additional information and resources about diversity at Denison, please see our Diversity Guide. Denison University is an Equal Opportunity Employer.
Background Check Statement:
The final candidate will undergo a background check as a conditional offer of employment.
Internal Number: 2942
About Denison University
Denison University is an academically rigorous liberal arts college with a diverse campus community. It offers a competitive salary and a comprehensive benefits package. Denison is located in the village of Granville, 25 minutes from Columbus Ohio, the state capital, which hosts a wide range of cultural and artistic opportunities. Granville also offers an excellent public school system and easy access to outdoor activities.