Service Desk Technician – HigherEdJobs | #education | #technology | #techjobs


Primary Duties and Responsibilities: 

The role of a service desk technician (SDT) is to consistently deliver
excellent technical support in a customer focused environment. The ideal candidate will accept ownership for resolving technical issues, and
be able to maintain customer satisfaction while adhering to established service level agreements (SLA).

  • Serve as the first
    point of contact for end-users seeking technical assistance via phone, email, or in person.
  • Use established communication protocol,
    and resolution procedures to provide a consistent experience to all end-users. Create service ticket for all end-user requests whether they
    are resolved immediately, or moved to a specialized work queue.
  • Use documented technical resolutions, and ensure newly established
    technical resolutions are well documented to maintain consistency across the team.
  • Escalate service requests to level two support
    via ticket system when appropriate.
  • Install and configure a wide variety of hardware/software for end-users.
  • Support
    campus wide computer rollouts.
  • Setup new end-user accounts, and resolve password issues.
  • Provide prompt and accurate
    feedback to end-users., Educate end-users on university IT policies.
  • Assist end-users with backing up computer data.
  • Maintain SLA by prioritizing and completing all assigned service tickets.
  • Share information and work collaboratively with other
    members of the LITS team.
  • The above statements describe the job’s essential responsibilities and requirements. They are not an
    exhaustive list of the duties that may be assigned to job incumbents.

Required Qualifications:

Belmont University seeks to attract and retain highly qualified faculty and staff that share the University’s values and will contribute
to its mission and vision to be a leader among teaching universities bringing together the best of liberal arts and professional education
in a Christian community of learning and service.

  • Under general supervision, the SDT will resolve end-user problems, answer
    questions, and address user concerns. Through the use of active listening skills, and problem diagnosis techniques a SDT will quickly
    diagnose and resolve technical issues over the phone or in person.
  • Typical tasks include but are not limited to, resolving
    username/password problems, installing/uninstalling software, verifying proper hardware/software setup, troubleshooting email issues,
    upgrades, and researching more complex technical issues. A SDT will provide support for Windows/Mac computers as well as a wide variety of
    mobile computing devices, and other technology.
  • CompTIA A+ certification required.
  • Experience working with a wide variety
    of Windows operating systems including Windows 7 and Windows 10.
  • Working knowledge of VPN solutions and the ability to troubleshoot
  • Excellent customer service skills, and the ability to work with end-users at all levels of the organization.
  • Ability to work independently and perform as a member of a team when required

Required Education
Associate’s degree in Computer Science, Information Systems, or other related field required, Bachelor’s degree preferred.

Required Experience
3-5 years work experience, in a service desk environment resolving technical issues for
end-users on a wide variety of desktop, laptop, and mobile platforms.

Belmont University is a Christian community. The university faculty, administration, and staff uphold Jesus as the Christ and as the measure for all things. As a community seeking to uphold Christian standards of morality, ethics, and conduct, Belmont University holds high expectations of each person who chooses to join the community. In compliance with federal law, including provisions of Title IX of the Education Amendments of 1972, Titles VI and VII of the Civil Rights Act of 1964, the Age Discrimination in Employment Act, and Sections 504 of the Rehabilitation Act of 1973/the American with Disabilities Act, Belmont University does not discriminate on the basis of race, sex, color, national or ethnic origin, age, disability, military service, or sexual orientation in its administration of education policies, programs or activities; its admissions policies; or employment. Consistent with applicable civil rights law, the University seeks employees of Christian faith who are committed to the mission of the University.  Click here to learn more.

Belmont’s Office of Human Resources will conduct ongoing evaluations of the means by which candidates for employment are sought, to the end that the pool of candidates will include qualified women, minorities, veterans and disabled individuals. Belmont University is an equal opportunity employer under all applicable civil rights laws.


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