Service Desk - OIT Support

The role of the Student 1 Employee at IT Help Center is to provide direct customer assistance to a variety of Ohio University community members. They are expected to follow the guidelines set out in both the Ohio University Student Employment Handbook and the OIT Student Employee Handbook This is a direct, customer-facing customer service position. Ideal student employees will feel comfortable providing assistance who may be under stress, upset, or otherwise under duress, with an emphasis on single-contact resolution and effective routing of, and communication during, customer requests requiring Tier 2 or higher support. Primary Responsibilities: Direct Customer Service

1. Using Cisco Jabber and Finesse to receive customer phone calls regarding a variety of Tier 1 IT service requests. Verbally guide customers through "Tier 0" solutions. Utilize Knowledge Base, Ticket Filtering, and internal documentation to determine if a Tier 1 solution can be applied.
2. Staffing physical help desk to provide Tier 1 IT Help to students, staff and faulty in Alden. Be available for "walk-up" IT questions, which may include rudimentary hardware or operating system questions. Utilize Knowledge Base, Ticket filtering, and internal documentation to determine if a Tier 1 solution can be applied.
3. Gain proficiency in using the Team Dynamix platform to submit Incident and Service Request tickets to fulfill customer requests.
4. Be comfortable with the above responsibilities and move between the two service avenues (Service Desk and Call Center) as needed.
5. Receiving and incorporating training on new and updated department procedures and any shifts in platform/technology used to perform job duties.
6. Required to attend and participate with ongoing trainings and mandatory trainings at the start of each semester.
7. Learn escalation procedures to ensure timely resolution of customer tickets and promote productive workflows by escalating tickets which require Tier 2 or higher assistance to the appropriate team.
8. Monitor responsible ticket queues to ensure that bookkeeping is accurate and tickets are not neglected, alerting full-time staff when necessary.

Job Profile Duties/essential functions may include, but not be limited to, the following: Provides technical assistance to students, staff, and faculty by troubleshooting software or hardware issues, maintaining IT systems, and offering solutions to ensure smooth technological operations across the University. Provides an entry point into the field of Information Technology for Ohio University students. Level Summary Performs basic tasks and assists with administrative or operational duties under supervision. Roles are entry-level and aimed at providing exposure to workplace environments. Supervisory Responsibilities: Limited supervisory responsibilities. May supervise other student workers. Fiscal Responsibilities: No budgetary responsibility. Problem Solving: Addresses routine, well-defined problems under supervision. Independence of Action: Works under close supervision. Communication and Collaboration: Communicates primarily with supervisor and peers. Collaborates with team members to accomplish tasks.

Enrolled for classes at Ohio University, Hocking College, another post-secondary education institution, or a secondary school during the current semester, immediate previous semester, or immediate upcoming semester. Able to follow instructions and complete tasks within deadlines. Basic knowledge of office software and communication tools. Departments may have specific minimum requirements., Minimum Qualifications Work a minimum of 10 hours a week (weekend required)

• Exceptional computer skills
• Effective communicator
• Reliable and punctual
• Ability to work independently and cooperatively

Preferred Qualifications

• Experience with software installation & troubleshooting
• Intermediate Microsoft Office application skills
• IT experience

Working Condition/Physical Demands: Work a minimum of 10 hours a week (weekend required)

• Exceptional computer skills
• Effective communicator
• Reliable and punctual
• Ability to work independently and cooperatively

Must be enrolled in classes at Ohio University (Undergraduate Minimum - six credit hours, Graduate Minimum - five credit hours), Hocking College (Minimum - six credit hours) or a local area secondary school during the normal academic year.