Service Desk Technician

Job Description

Job Description

Summary:

The position is responsible for first level problem determination, problem/incident recording, problem resolution and problem escalation for NUC University supported products and services as defined in HD Skill Levels 2 & 3. Service Desk support is the single point of contact for end users, which manages incidents, requirements, and problems related to IT services. It is geared to resolve as quickly as possible, the attention of 1st level, so that the user continue with their daily operations.

Essential duties and responsibilities:

• Provide first-level contact and problem resolution for all users with hardware, software, and applications problems including student support issues related to Portal Access Issues, Canvas and Office 365.
• Entering calls into Service Desk system, prioritizing calls, evaluating calls, resolving calls, and escalating calls as required, follow-up with customers; keeping abreast of hardware and software technology. Evaluate each call to determine appropriate response and referral; determine if on-site support, IT Service Owner, or vendor is appropriate; prioritize each call, and escalate calls based on service level required.
• Enter tickets with Service Desk Plus ticketing system and escalate any issues to the appropriate group (L2, L3, and L4).
• Act as a liaison between users and technical escalation teams.
• Record basic details of the Incident, Alert specialist support group(s) as necessary, start procedures for handling the Outage incidents. Document all reported incidents – Escalate issues to IT Level 3 or Third Party/Vendors.
• Responsible for performing closing of resolved tickets depending on metrics detailed on the Current Service Level Agreement.

Qualifications/Education:

• Bachelor’s Degree in Computer Sciences
• At least two (2) years or more in a similar position
• Fully bilingual (English and Spanish) oral and written
• Work requires willingness to work a flexible schedule.

We have a competitive Benefit Plan:

Medical Plan (pharmacy, dental, vision, hospital, emergencies)

Basic and Supplemental Life Insurance

401k

Paid holidays

Personal Day

Paternity Leave

Study Opportunity

Professional growth

Employer with Equal Employment Opportunity for Women, Minorities, Veterans, and Persons with Disabilities.

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