What are the responsibilities and job description for the It service desk lead position at Bowie State University?
Posting DetailsJob Specification InformationJob Posting NumberS354NEPosition TitleIT Service Desk LeadClass TitleStaffRegular or Contingent IIContingent II (more than 6 mos)Desired Start DateFLSANon-ExemptGrade / Range$50,000 - $60,000Open Date02 / 01 / 2024Close DateOpen Until FilledYesDuties and ResponsibilitiesMonitor, prioritize, and assign tickets to team members to achieve the most efficient outcome.
Reviews and manages the ticketing process to ensure agents follow ticket and troubleshooting standards.Document resolution activities, including tasks such as end-user communications, interactions with end-users, and ticket closure.
Assist the team in achieving SLAs through proper ticket interactions and problem prioritization.Provide support to the service desk team and customers.
Support operations using ITIL best practices.Participate in team meetings.Create support documentation, contribute to knowledgebase articles, and support continual process improvement.
Act as the service desk team's first line of support for technical and process issues out of scope for Tier I agents.Trains and educates the technical support staff on products and processes.
Provides onboarding support for new hires and routine team training.Reports possible outages to management.Provide feedback to streamline Standard Operation procedures.
Support in-office walk-ups and remote assistance while providing quality customer service.Other duties as assigned.Minimum QualificationsThese are the job duties for required of the positionEducation High School Diploma or GED required.
Associate's degree in an IT-related field preferred.A , HDI, ITIL certifications preferred.ExperienceAt least three (3) years of experience in a help desk environment is required.
Experience supporting a large Enterprise environment preferred.Knowledge Skills and Abilities Committed to continual improvement processes and capturing lessons learned.
Ability to foster a culture that values transparency and accountability.Excellent communicator and can motivate and inspire team members.
Computer literacy in various applications, including Office 365, Teams, Zoom, Blackboard, etc.Ability to identify, troubleshoot, and resolve hardware and software problems.
Ability to adapt and prioritize work independently in a dynamic environment.Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.
Should be able to identify symptoms for process improvement.Ability to work independently with minimal guidance and supervision.
Conditions of EmploymentThis position is Title III grant-funded. Employment is subject to available funding.Please be advised, COVID-19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University.
This protocol is subject to change.OtherNon-Union Position.Bowie State University offers an excellent benefits package! This includes tuition remission, including eligible dependents, choice of medical / vision plans, Carefirst BC / BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.
Posting Detail InformationSpecial Instructions to ApplicantQuick Link for Internal Postingshttps : / / bowiestate.peopleadmin.
com / postings / 2833Pass MessageFail Message#J-18808-Ljbffr
Last updated : 2024-03-06
Salary : $50,000 - $60,000
