Service Desk Specialist

$34,278 - $34,278/Yr

Eastern Iowa Community College - Davenport, IA

Full-time - Entry Level

Davenport, IA

Educational Services

About the position

The Service Desk Specialist is an entry-level IT position responsible for providing support to the college's IT Help Desk. This role involves handling incoming communications, assessing IT service interruptions, and managing service requests through an IT Service Management system. The position requires effective communication and collaboration with students, faculty, and staff to ensure timely resolution of IT issues.

Responsibilities

• Answers the help desk phones, processes help desk voicemails and emails, and provides online chat presence to assist internal and external customers with IT support.
• Logs customer contacts using an IT ticketing system.
• Assists with password resets.
• Performs initial triage and issue resolution and escalates tickets to next level support when necessary.
• Installs and configures computer hardware, peripherals, and software as needed.
• Adheres to all guidelines, targets, and agreements regarding service delivery expectations.
• Assists Computer Support Technicians in providing field support as requested by the Associate Director.
• Performs other duties as assigned.

Requirements

• Associate degree in an information technology related field, or an equivalent combination of experience on an IT Help Desk, education, or industry certification preferred.
• Ability to communicate and work well with students, faculty, and staff.
• Good verbal and written communication skills.

Benefits

• Starting salary of $16.48 hourly