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Service Desk Support Technician

Albany State University
Job Description
Posting Details
Posting Number: 0600948  
Position Category: IT Client Support Paraprofessional/Professional  
Job Title: Service Desk Support Technician  
Position Code: 00663X  
Position Type: Staff  
Department: Information Technology  
Nature of Work: The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Support Technician is to provide first line support for all faculty, staff and students at Albany State University. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved. They are also responsible for meeting customer satisfaction and assisting the rest of the Technical Support Department by remote assist and by serving as dispatchers. Technical Services staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person and self-service.  
Training and Experience: -Associates degree required. 
-Knowledge and level of competency commonly associated with completion of specialized training in the field of work and the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years. 
-HDI Support Center Analyst certified or will achieve within 6 months of hire. 
-Ability to work nights and weekends is required. 
-Knowledge of information technology computer systems and software. 
-Knowledge of current network protocols, operating systems and standards. 
-Knowledge of computer hardware, software and peripherals. 
-Knowledge of current Audio/Visual technologies. 
-Knowledge of technical documentation procedures. 
-Skill in the operation of computers and job-related software programs. 
-Skill in Audio/Visual equipment operation and troubleshooting. 
-Skill in the operation of tools, components and peripheral accessories. 
-Skill in the identification and resolution of a wide variety of hardware, software, and computer peripheral problems. 
-Skill in the provision of customer services. 
-Skill in good oral and written communication. 
-Skill in identifying and solving problems. 
-Skill in effectively prioritizing and executing tasks in a high-pressure environment. 
-Skill in working in a team-oriented, collaborative environment.  
Testing Requirements:  
Illustrative Examples of Work: -Serves as the first point of contact for students, faculty, staff and guests in person, via email/chat and by telephone. 
-Tracks issues throughout their life-span in the form of a ticket from initial submission to resolution. 
-Assigns work order tickets to the necessary technicians or teams. 
-Directs unresolved issues to the proper next level of support. 
-Provides accurate information on IT products and service offerings.
-Keeps track of purchase order forms; processes financial and property clearance forms. 
-Manages Technical Services tickets and follows up with appropriate staff as necessary to assure timely and accurate resolutions on a daily basis. 
-Utilizes Bomgar to support end users via remote functionality. 
-Performs remote troubleshooting through diagnostic techniques and pertinent questions. 
-Creates and maintains informative and accurate communications via flyers, handouts, packets and emails. 
-Routinely follows up with customers to identify areas of improvement. 
-Provides necessary reports and data related to the Help Desk team.
-Identifies and suggests possible improvements on procedures. 
-To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. 
-Performs other job-related duties as assigned.  
Posting Date: 02-07-2019  
Closing Date:
(Screening of applications will begin at date shown and will continue until the position is filled.)
Open Until Filled
FTE: 1.0  
Special Instructions to Applicants:  
Funding Source: General Operating (State)  
Number of Openings: 1  
If Other, please denote the Name of a Grant: ITS Operations  
Fringe Benefits: Yes  
Salary: Commensurate with qualifications and experience  
Physical Demands The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, walking, bending, crouching or stooping. The employee frequently lifts light and occasionally heavy objects (up to 50 lbs), climbs ladders and uses tools or equipment requiring a high degree of dexterity. The work is typically performed in an office.  
Facts About the Institution: Albany State University is a fully accredited senior unit of the University System of Georgia. Employees receive benefits provided by the University System of Georgia, including, but not limited to, hospital and major medical insurance, group life insurance, participation in the Georgia Teachers' Retirement System, Optional Retirement Plan (Faculty and exempt employees only), Social Security and Tuition Assistance Program after six months of employment. EEO/AA/Non-Discrimination Statement: Albany State University is an equal employment, equal access, equal educational opportunity and affirmative action institution which adheres to all federal and state civil rights laws banning discrimination in public institutions of higher education. The University is committed to insuring equal opportunity to all students, employees, and applicants for employment or admission without regard to race, color, religion, sex, national origin, age, veteran status, physical or mental disabilities, or sexual orientation. It is the policy of Albany State University to comply with all federal laws, including the Age Discrimination Act of 1975, Section 504 of the Rehabilitation Act of 1973, Title II of the Americans with Disabilities Act (ADA) of 1990 (Title II), Title IX of the Education Amendments of 1972 (Title IX), Title VI of the Civil Rights Act of 1964 (Title VI), Executive Order (E.O.) 11246, and all subsequent amendments and implementing regulations which prohibit discrimination as above described. In accordance with the requirements above, Albany State University affirmatively states that it does not discriminate on the basis of race, color, religion, sex, age, veteran status, disability or national origin in its employment and/or educational programs and activities. Albany State University is an Affirmative Action/Equal Opportunity Institution. The University shall take action, to the extent allowed under state and federal law, to ensure fulfillment of this policy. For questions or more detailed information regarding this policy, or to file a complaint regarding violation of this policy, please contact the Albany State University Office of Human Resources, 504 College Drive, Billy C. Black Building, Room 382, Albany, Georgia 31705 Director of Human Resources at 229-500-2026. Students requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Student Disability Services Center, New Student Center, 2nd Floor, Green Zone (Room 2-140), Dr. Stephanie Harris-Jolly, Director of Counseling and Student Disability Services, 229-500-3442.  
Disability Statement: Applicants who have a disability and who need special services or facilities to apply or to interview should contact Human Resources at 229-430-4623. EEO/AA employer.  
Optional Applicant Documents: Cover Letter  
Required Applicant Documents: Resume  
Application Types Accepted: Staff Employment Application  
Contact Information