The University of Minnesota's (UMN) Office of Information Technology (OIT) seeks 3 Service Desk Consultants for User Support. This is a full-time position that we anticipate lasting 9 months at $25/hour. This staff augment would assist with increased user support needs and increased user contacts due to the Changes to Google Workspace and Email Offerings.

Please note: Current students and employees at the University of Minnesota will not be considered for this position.
 

Consider a career with the University of Minnesota -- rated by Forbes as one of the Best Employers by State (2019, 2022â“2024) and Best Employers for Women (2023). Within the Office
of Information Technology (OIT), we currently seek a Service Desk Consultant l to join a support team that helps customers build positive relationships with technology to further progress the
research, education, and outreach missions for the institution. As part of the team, you would use your unique talents to problem-solve and attend to customersâ™ concerns empathetically and
with compassion and to support our diverse University community. This position will provide an opportunity to work with multiple groups within the service desk as well as customers across
the University and will also contribute time to front-line support activities as time and workload
allow.

Job Responsibilities:
Service Desk Responsibilities: (90%)

• Use technical expertise, along with support tools (e.g.TeamDynamix, Knowledgebase, Chat, and System Status) to troubleshoot escalated end user technology issues including
  non-routine and/or complex problems. Provide support via phone, chat, email, face-to-face, and using remote tools as needed.
• Exercise strong decision making skills and appropriate discretion related to the severity and prioritization of incidents.
• Provide quality control by auditing incident and request records and measuring them against our support standards.
• Create, document, and implement new solutions for our knowledge base.
• Continually build knowledge of new products and service offerings to provide effective advice and guidance to users.
• Drive and perform a variety of special projects (examples include reporting, documentation, sharing of information, training of peers to maintain skill levels relative to current and emerging technologies, and delivery of orientations to new UMN students and staff).

Additional Support Responsibilities: (10%)

• Use technical expertise and customer service skills to provide exceptional support for individual and multiple user devices in workspaces, classrooms, labs and clinics across campus and the Health Care Component.
• Ability to stay connected in real-time communication channels.
• Escalate issues that cannot be resolved remotely, including hardware failure and reimages. Work with hardware vendors to maintain up-to-date knowledge to support
  hardware troubleshooting.
• Assist Remote and onsite teams within the department as work volumes require.

Please document qualifications on resume. 

Required Qualifications:

• Bachelorâ™s degree OR a combination of related education and work experience to equal at least four years.
• Experience and proficiency with multiple operating systems.
• Strong customer focus and experience working in a customer facing role.

Preferred Qualifications:

• Experience in producing end-user documentation and training guides.
• Experience and proficiency with various technologies.
• Commitment to support the Universityâ™s goal of creating a positive and inclusive campus climate.

About University of Minnesota Twin Cities

The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.

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