ESSENTIAL FUNCTIONS OF THE JOB (provide list of items which are essential to effective outcomes in this role):
- Provide quality tier 1 technology support to prospects, students, alumni, and employees by responding to work order needs, calls, and e-mails in a responsive, courteous, and professional manner. Determine solution to and recommend replace versus repair alternatives and, where appropriate, and arrange for temporary support from other resources as needed.
- Record accurate and timely information into the work order system as required by standards and process. Assist individuals who have made an inquiry concerning a work order in the system and respond in a timely and effective way.
- Provide information, updates and feedback to the user or technical team member as needed.
- Work closely with Human Resources to facilitate work orders for new hires, employee change forms, and terminating employees for all university locations.
- Work as a member of the IT User Services team to prioritize work requests, monitor progress to assure issues and problems are resolved, and evaluate completed work requests to assess performance, identify recurring problems and initiate early resolution. Communicate with the user as appropriate to manage the needs of their situation. Provide your IT users with a high level of service understanding their dependency on IT support systems.
- Work with external technology support team(s), while proactively providing updates to the knowledge base and communicating outages and changes.
- Understand the systems in use throughout the University and their interrelationships, maintain knowledge of the operations and maintenance needs, and provide problem-determination support as problems arise. Work with others within the department in solving problems at both the systems and operations levels.
- Represent the Information Technology organization and the University to faculty, staff, students, and external vendors in a way that reflects well on the University.
- Maintain knowledge of current/future technologies through continued training/learning opportunities and self-motivation.
- Other duties as assigned
STANDARD UNIVERSITY EXPECTATIONS:
- Model and encourage collaboration among University departments assuring effective communication and operations.
- Understand the University's policies and, procedures, and exercise good judgment accordingly. Assure that University and student information is managed in a confidential and ethical manner in accordance with the University's Code of Conduct and Ethics.
- Provide leadership through conduct, attitude, and professionalism. Represent the University to students, external groups, faculty, and staff in a way that reflects positively on the University.
- Be mindful and supportive of the overall Mission
- Exercise Inclusivity in your daily actions accruing alignment within expectations of the University's Diversity Statement.
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