Creighton University
Under moderate supervision, the IT Support Specialist - Service Desk (ITSS-SD), provides technical solutions to faculty, staff, and students for all aspects of PC/Apple/Mobile device support and configuration within a wide variety of end user environments.
All tasks and outcomes are documented and communicated within a ticketing application. The ITSS-SD works within an ITIL, metrics driven service operation environment providing technical set-up, support, service, and creative solutions for technology users. The ITSS-SD functions as a member of the Central Action Center (Service Desk) call center, owning and sharing tasks as workload as volume dictates. Must be capable of remote support, phone and chat support, support via e-mail, multi-team collaboration, and other duties as assigned. They will also coordinate with our Mobile Action and Learning Environments teams to deliver fully comprehensive support. All IT Support Specialists work in a 0-3 Tiered support environment. Any specialist may be required to work in any of the four tiers as needed.
The ITSS-SD must be able to work independently on moderately complex Windows and Apple technology while following documented protocols. All team members create documentation for the division's knowledge base. This role requires remaining current with emerging technologies via training, self-study, and peer interaction.
The ITSS-SDs are expected to understand and follow consistent defined processes for all service interactions while observing established standards. All team members focus on continual improvement in all areas.
At all times employees are expected to uphold Creighton's core values and demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment, while adhering to all University Ethical Standards of Conduct, rules, regulations, and job requirements, including required educational trainings.
Assists users, via telephone, remote tool and/or on-site visits, in troubleshooting and resolving Windows and Apple hardware and software issues. Recommends technical solutions for Creighton Users. Documents all workflow using standard incident/request management tools. Solves moderately complex problems and may coordinate required effort from multiple support groups. Tier1, Tier2 Incident and request fulfillment.
Basic operational support. May have defined role within a team working towards stated objectives. All workflow and results are documented in a ticketing application. Process and knowledge documentation for all tasks.
Moderately complex solution development and implementation for common problems and services. Work incidents and service requests that require moderate planning, testing, evaluating, and coordination. May involve multiple teams and vendors to resolve.
Maintains and applies knowledge of Microsoft and Apple hardware, software, and operating systems including Apple, Microsoft and Android mobile technology. Learning new technology and sharing associated knowledge with others.
Team meetings and other duties as assigned which may become a permanent duty of the position.
Qualifications
Bachelor's degree in related area and/or equivalent technical experience preferred.
Minimum of 2 years combined experience in on or more of the following: Phone, deskside and/or remote based technical support experience for Microsoft and Apple technology.
Working with Ivanti and/or Apple JAMF endpoint management platforms (or equivalent).
Supporting mobile devices including Apple, iOS, Android, and Microsoft.
Understanding of basic TCP/IP network topologies and related technology.
Knowledge, Skills, and Abilities
Mobile Device Support - End User
Service Desk Support - End User
Hardware Support - End User
Microsoft Office Suite Support including O365
Windows OS / Apple OSx / iOS / Android - Familiarity
Application Support - End User
Peripheral Support - End User
Video Conferencing - Video/Voice - End User
Remote conferencing familiarity including Zoom and MS Teams
Projection and display system support
A/V presentation & capture systems
TCP/IP network concepts
Professional phone etiquette
Customer service focus
Accountable
Adaptable
Collaborative and teamwork-oriented
Customer relationship manager
Innovative and creative thinker
Mission and service-oriented
Openness (zest) for learning
Results-oriented
Excellent communication skills
Professional phone etiquette
Self-starter
Detail-oriented
Dependable
Licenses/Certifications
ITIL Foundations Certification or pass within first 6 months of accepting this position
ITF Certification within first 6 months of accepting this position
Windows and Apple certifications preferred
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All tasks and outcomes are documented and communicated within a ticketing application. The ITSS-SD works within an ITIL, metrics driven service operation environment providing technical set-up, support, service, and creative solutions for technology users. The ITSS-SD functions as a member of the Central Action Center (Service Desk) call center, owning and sharing tasks as workload as volume dictates. Must be capable of remote support, phone and chat support, support via e-mail, multi-team collaboration, and other duties as assigned. They will also coordinate with our Mobile Action and Learning Environments teams to deliver fully comprehensive support. All IT Support Specialists work in a 0-3 Tiered support environment. Any specialist may be required to work in any of the four tiers as needed.
The ITSS-SD must be able to work independently on moderately complex Windows and Apple technology while following documented protocols. All team members create documentation for the division's knowledge base. This role requires remaining current with emerging technologies via training, self-study, and peer interaction.
The ITSS-SDs are expected to understand and follow consistent defined processes for all service interactions while observing established standards. All team members focus on continual improvement in all areas.
At all times employees are expected to uphold Creighton's core values and demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment, while adhering to all University Ethical Standards of Conduct, rules, regulations, and job requirements, including required educational trainings.
Assists users, via telephone, remote tool and/or on-site visits, in troubleshooting and resolving Windows and Apple hardware and software issues. Recommends technical solutions for Creighton Users. Documents all workflow using standard incident/request management tools. Solves moderately complex problems and may coordinate required effort from multiple support groups. Tier1, Tier2 Incident and request fulfillment.
Basic operational support. May have defined role within a team working towards stated objectives. All workflow and results are documented in a ticketing application. Process and knowledge documentation for all tasks.
Moderately complex solution development and implementation for common problems and services. Work incidents and service requests that require moderate planning, testing, evaluating, and coordination. May involve multiple teams and vendors to resolve.
Maintains and applies knowledge of Microsoft and Apple hardware, software, and operating systems including Apple, Microsoft and Android mobile technology. Learning new technology and sharing associated knowledge with others.
Team meetings and other duties as assigned which may become a permanent duty of the position.
Qualifications
Bachelor's degree in related area and/or equivalent technical experience preferred.
Minimum of 2 years combined experience in on or more of the following: Phone, deskside and/or remote based technical support experience for Microsoft and Apple technology.
Working with Ivanti and/or Apple JAMF endpoint management platforms (or equivalent).
Supporting mobile devices including Apple, iOS, Android, and Microsoft.
Understanding of basic TCP/IP network topologies and related technology.
Knowledge, Skills, and Abilities
Mobile Device Support - End User
Service Desk Support - End User
Hardware Support - End User
Microsoft Office Suite Support including O365
Windows OS / Apple OSx / iOS / Android - Familiarity
Application Support - End User
Peripheral Support - End User
Video Conferencing - Video/Voice - End User
Remote conferencing familiarity including Zoom and MS Teams
Projection and display system support
A/V presentation & capture systems
TCP/IP network concepts
Professional phone etiquette
Customer service focus
Accountable
Adaptable
Collaborative and teamwork-oriented
Customer relationship manager
Innovative and creative thinker
Mission and service-oriented
Openness (zest) for learning
Results-oriented
Excellent communication skills
Professional phone etiquette
Self-starter
Detail-oriented
Dependable
Licenses/Certifications
ITIL Foundations Certification or pass within first 6 months of accepting this position
ITF Certification within first 6 months of accepting this position
Windows and Apple certifications preferred
#J-18808-Ljbffr