IS Operations Specialist

Overview

This position is open until filled with first review of applicants to take place on January 3rd

The mission of San Diego State University Global Campus is “to be a world leader in delivering innovative educational experiences to all learners, expanding opportunity and transforming lives. Our programs and technologies are ever-evolving to meet ever-changing needs; our high level of service and support is a constant.”  SDSU Global Campus serves as a principal University liaison with the greater San Diego community and provides a wide variety of traditional and nontraditional, credit and noncredit educational experiences designed to fit the lifestyle and expectations of working adults and other lifelong learners.  In addition, Global Campus provides a range of academic and special programs for individuals and groups at various times, in various locations, and via various modalities, including technology based programs -- throughout the year.  The primary audiences include workforce, military, working adults and international constituencies.

Under primary supervision of the Information Technology Director the customer support specialist is responsible for providing user support for computer systems and application software. As a liaison between IT and users, excels in managing the IT Helpdesk ticket system and effectively communicating detailed information in a professional manner to end users. This position also provides consultation to students, staff, and instructors to enhance the use and access of technology and information systems.

Responsibilities

The Service Desk Analyst is responsible for but not limited to:

SERVICE DESK SUPPORT 90%

• Receive calls from student, instructor and staff related to World Campus/SDSU web application access.
• Receive emails from student, instructor and staff related to World Campus/SDSU web application access.
• Analyze technology support request and assist student, instructor and staff on how to swiftly resolve access issues.
• Use ServiceNow and Salesforce ticketing system to manage request.
• Look up student information in college SIS (student information system) to verify data is correct.
• Triage and escalate technical issues.
• The ability to make a personal connection with the customer and engage in troubleshooting throughout the interaction.
• Understands customer needs, recommends appropriate solutions, and ensures a positive student experience.
• Maintains accurate problem call tracking in SDSU World Campus ticketing system.
• Possesses an excellent knowledge of Android and iOS - Remains abreast of new products and technology.
• Managing workload to insure all customers issues are handled in a timely manner and driven to resolution.
• Will work collaboratively across other departments to insure proper handling of customer issues, i.e. Registration, Program, Marketing, Customer Success, etc.
• Promotes and maintains a high quality, professional, service-oriented company image among end users and team members.
• Assists in verifying user-reported issues and communicating them to the proper internal channel for resolution.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s).

OTHER DUTIES AND RESPONSIBILITIES AS ASSIGNED 10%

Qualifications

MINIMUM EDUCATION

Bachelor’s degree, preferably in computer science, mathematics, or a related technical field, or an equivalent combination of education and relevant technical experience

PREFERRED QUALIFICATIONS

• Two or more years' experience in a Call Center or Customer Service Environment
• Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging.
• Experience with ServiceNow, Salesforce and other CRM systems

ADDITIONAL APPLICANT INFORMATION:

• The COVID-19 vaccine is required by the CSU for all SDSU Research Foundation employees as a condition of employment.   Should you be offered a position, you will be required to provide proof of vaccination status.  Individuals who obtain an approved medical or religious exemption on file will be required to complete regular COVID-19 testing
• A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with SDSU Research Foundation
• San Diego State University Research Foundation is an EEO/AA/Disability/Vets Employer