IT Support Assistant (Contact Center) | #education | #technology | #techjobs


Applications Accepted From
University Wide, Public: Open to the public

Special Instructions to
Applicants

This position is being posted internally and to the public simultaneously in order to expedite the
posting process. However, internal applicants will be considered first.

Please complete the online application and
attach required documents. Required documents include a detailed cover letter, current resume, and a list of at least three (3) professional
references with current contact details, including email addresses. 

We seek candidates with a commitment to working
effectively with students, faculty and staff from diverse background.

This position is eligible for the following
benefits

medical, vision, dental, basic and supplemental life, winter break closure, paid holidays, educational benefits for
you and eligible dependents, sick leave, vacation, and retirement.

Posting Number: 20163510S

Job Description

Department Specific Description: The IT Support Assistant is the first point of contact
for end user support. While providing the highest level of customer service, the IT Support Assistant gathers accurate information about the
problem, collects and records information in a ticket tracking system, and uses established procedures and documentation to resolve the most
common issues in a timely fashion. Performs basic troubleshooting for IT services and escalates complex issues to the appropriate specialist
team. Work is closely supervised and monitored by the appropriate line manager. 

Department Specific Responsibilities: 
1. Act as
first point of contact for customers. Collect customer information, assess the nature of the request or service issue, and resolve the most
common questions using established procedures and documentation. Troubleshoot routine IT issues and escalate complex issues to the
appropriate specialist team. Communicate technical information to both technical and non-technical end users and provide a high level of
customer engagement and service. Maintain a working knowledge of IT services and the most common service issues and resolutions. Recommend
changes and improvements to existing documentation. 
2. While under close supervision and with attention to detail, perform basic
assembly, installation, and testing of technologies including support of devices, imaging of new and repurposed equipment, and audio/visual
equipment, using established processes and procedures. Must work at a fast pace on a tightly controlled schedule. 
3. Other duties as
assigned.

General Position Description:
Provides reliable, secure, innovative, and customer-oriented information technology
services and solutions to students, faculty, staff, and other members of the University community. Creates infrastructure, systems,
strategies, programs, and services that leverage technology to fulfill the mission and objectives of the University. Information Technology
at Ohio University includes Information Technology Support, Information Security, Networks and Infrastructure, Systems and Operations,
Academic Technology and Information Systems, Business Applications and Services, Web Services, Project Management and Solutions, and related
functions. 

General Responsibilities:

  • Provides basic computing support and related services to customers by using standard
    procedures and documented processes. 
  • Installs and configures local area networks, voice, data, and video hardware. Monitors
    performance of networks using appropriate software and hardware tools. 
  • Delivers and sets up new workstations and other hardware
    following University recommended guidelines. 
  • Maintains and monitors production control systems; maintains monthly production
    schedule and makes appropriate changes as required. 
  • Maintains online system documentation and user report distribution; assists
    in editing and verifying procedures written by programmers.

Minimum Qualifications

Knowledge of basic or commonly used procedures and/or equipment typically obtained by a high school degree or GED or equivalent and 0 to 2 years of technology support experience. An equivalent combination of education, training,
and experience is acceptable. Specific knowledge, certifications, and licensure will apply at the position
level.

Department
Information and Technology Office

Pay Rate: Minimum of
$14.65 per hour

Job Open Date
06/30/2021

Posting Close Date

07/11/2021

Job Category: Classified appointment

Months
12

Planning Unit: Information Technology

Work Schedule

Standard office
hours are Monday-Friday, 8:00-5:00; however, candidates must be willing to work evenings and/or weekends if necessary. Flex-space and
flex-time options may be available. Remote work opportunities may be available.

Campus: Athens

Expected hours worked per week
40 hours per week

Expected duration of assignment
Indefinite

Applicants may contact this person if they have questions about this position.
Mary
Jeffreys

Diversity Statement

Ohio University is committed to creating a respectful and inclusive
educational and workplace environment. Ohio University is an equal access/equal opportunity and affirmative action employer with a strong
commitment to building and maintaining a diverse workforce. Women, persons of color, persons with disabilities, and veterans are encouraged
to apply.

Job Family/Subfamily
Information Technology – IT End User Support

Career
Track & Level

TAS 1

Pay Grade
CA&P|13|

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