Service Desk Technician

**This is a service desk role (phone support only) that sits onsite in New Haven (this person is responsible for parking). It is not entry level and requires min 2-3 years of help desk experience in a call center environment. This role is a 6 month contract to start**

Description

This higher ed client is seeking a well rounded helpdesk specialist. 80-100% phone support. Teams supports 10,000-20,000 end users mostly admin but some students and faculty. When hiring personnel Yale likes the most "wide range" experience possible. XP, MAC, Vista, some Linux. Team troubleshoots the University's STAR (HR) site, EMS. procurement tools, business applications, and some oracle tools. Some network troubleshooting and backup restoring as well, mail email is outlook. Tier 1 and 2 troubleshooting. Must haves are a Bachelor's degree, Exp in XP and at least a knowledge of MAC or Linux. Must have an A+, Network+, Microsoft, Dell, or Apple cert. Must be QUALITY, good customer presence, great documentation, and work well with others. They use HP service desk but any prior experience with ticketing system will do. Looking at 1 year plus contract but with the option to be taken on perm after 6 months.

Essential duties of position

Identify and analyze hardware, software and network-related problems. Troubleshoot and resolve problems whenever possible. Collaborate with other ITS departments as needed; maintain ownership of the ticket issue to ensure prompt and through resolution.

Troubleshoot complex issues, via remote access tools, relating to installation, configuration and functional /technical support of software and university systems.

Proactively provide preventative maintenance; keep abreast of current installed operating systems, application software, and computing standards to ensure all versions are up-to-date as recommended by ITS and external application vendors.

Install and coordinate repair of a wide variety of computing devices and peripherals on the desktop and attached to the Campus network.

Develop and maintain Knowledge Base content based on Subject Matter Expert (SME) role. Support clients in the use of their desktop equipment by instructions and informational interactions.

Provide Tier I and Tier II support for University applications, including web browsers, email, Oracle financials, HR and Procurement Web applications (including ePortal, SciQuest, Expense Management System (EMS), and Accuship).

Work with other ITS or external computing support organizations to perform root cause analysis and develop permanent solutions to prevent recurring issues.

Develop and document technical procedures, including testing of hardware and software products.

Create and maintain Knowledge Base content, based on assigned Subject Matter Expert (SME) role. Support clients and colleagues through informal training and instruction.

Assure compliance with University security policies and procedures.

Troubleshoot client home support needs as related to conducting University business.

Provide coverage for ITS Client Accounts, if needed.

Document work in departmental work order tracking database on a daily basis

Skills

MAC, XP, Helpdesk

Additional Skills & Qualifications

must be presentable, customer focused, and get along well with others

Experience Level

Expert Level

Pay and Benefits

The pay range for this position is $15.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job

classification and length of employment. Benefits are subject to change and may be

subject to specific elections, plan, or program terms. If eligible, the benefits

available for this temporary role may include the following:

• Medical, dental & vision

• Critical Illness, Accident, and Hospital

• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in NEW HAVEN,CT.