Vacancy expired!
- Consult with faculty, researchers, staff and students on the availability and use of campus information technology.
- Resolve incidents as they are reported and fulfill requests when they are submitted.
- Record all interactions, updates, communications and work notes in the ticketing system.
- Administer, provide support, and monitor the administrative, academic and operational systems.
- Analyze issues to determine if there are problems that can impact the operations and bring them to closure.
- Actively seek and participate in professional development to maintain technical knowledge in the ever-evolving technological landscape.
- Inform the leads of tickets that have bounced multiple times and are assigned to the Service Desk team without proper validation.
- Continually follow up on escalated tasks until successfully resolved and closed.
- Write customer centric articles for the public facing Knowledge Base and the more technical internal documentation repository.
- Identify gaps in article content, draft proposed solutions or make recommendations to team leads about new content creation
- Fix errors and make corrections to current knowledge articles
- Monitor for security-related events
- Willingness to work toward mastery of new technologies and skills as the needs of the user community change.
- Critical thinking, analytic, and problem-solving skills.
- Ability to work independently with minor supervision.
- Good organizational skills, excellent written and oral communication skills, and strong attention to detail.
- Commitment to professional customer service.
- 2 years of experience providing multi-platform computer and networking technical support, including over the telephone support, and 2 years of experience in a customer service position (can overlap and can be as a student).
- Experience with multiple operating systems, including virtual environments.
- Strong interpersonal skills, and the ability to work collaboratively as part of a team.
- Ability to work in a fast-paced technical support center with rapidly shifting focus.
- Scheduling flexibility
- Preferred:
- Background supporting a TCP/IP network, standard computer operating systems (running Windows, Mac OSX and Unix/Linux) and general productivity tools.
- Experience working in higher education with faculty, staff and students.
- Experience with directory services (Windows Active Directory/Azure and LDAP).
- Experience working with a job tracking ticketing system.
- ID: #49193920
- State: New Jersey Princeton 08540 Princeton USA
- City: Princeton
- Salary: $30 - $32
- Job type: Contract
- Showed: 2023-02-14
- Deadline: 2023-04-11
- Category: Technical support