ID
#49614345
Job type
Permanent
Salary
Depends on Experience
Source
Pivotal Solutions Inc
Date
2023-03-27
Deadline
2023-05-26

IT Service Specialist - Phoenix, AZ

Arizona, Phoenix, 85001

Permanent

Vacancy expired!

IT Service Specialist

Position Summary: Responsible for delivering a high level of customer service and satisfaction to the campus staff and students, ensuring the availability of the systems they rely on and improving their academic experience and success.

Responsibilities:

Issue Resolution

Actively address and resolve technical and usability issues experienced by the Staff and Students.
Adhere to OLA and SLA metrics defined in the Incident Management process.
Adhere to the Incident Management process, defined by Tulsa Welding Schools.
Frequently communicate with Staff and Students on status, next steps and resolution of open tickets.
Procure, Install and configure new equipment and services to Campus

Incident Prevention

Identify recurring incidents, determine root cause and advise resolution to IT Team
Ensure technologies are operational and optimized for expected use by Campus Staff and Students
Proactively address and resolve concerns that could lead to potential incidents.
On-board and off board employees and students in a timely, seamless manner
Support the course readiness process by ensuring Staff and Students have access to their courses and content.

Communications

Communicate often to Campus Staff and students on status of current incidents, steps taken and remaining steps to resolution.
Develop and conduct training associated with newly developed and deployed functionality.
Participate in the deployment of new systems through testing, training and supporting adoption.
Foster an open and approachable environment where staff and students are welcome to report and discuss issues and concerns.

Service Improvement

Contribute to overall IT service improvement initiatives and projects, ensuring successful rollouts with minimal incidents.
Participate in Campus initiatives and projects designed to improve academic delivery.

Reputation

Operate and contribute to a Customer Service-minded perception of IT.

Required Knowledge, Education and Experience:

A Technical degree or certification desired. Bachelors of Science in Technical or Engineering discipline, preferred.
Must be service-oriented with a natural inclination to improve the campus environment.
Proven IT field service experience, supporting 50 - 250+ users.
Strong ability to troubleshoot, test, repair and service technical equipment
Experience supporting SIS, LMS, CRM and learning components desired.
Must have very strong background in desktop support
2-3 years’ experience supporting higher education users.(preferred)
Ability to work a flexible schedule and adapt to changing work schedules to ensure availability to support Staff, Students and Faculty when they need it.

People Responsibilities:

None

Physical Environment:

High paced environment, diverse in both tasks and projects.
Must be able to lift approx. 50lbs short distances, climb up on a ladder to reach equipment installed on wall or on ceiling.
Most work is performed in a temperature-controlled office environment
Incumbent may sit for long periods of time at a desk or computer terminal
Incumbent may use calculators, keyboards, telephone and other office equipment
Stooping, bending twisting, and reaching may be required
Some work may be completed in classroom or shop environment

Vacancy expired!

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