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Fairleigh Dickinson University · 1 day ago

IT Service Desk Operator

Teaneck, NJ

Full-time

Onsite

Entry Level

$60K/yr - $65K/yr

2+ years exp

Fairleigh Dickinson University is seeking an IT Service Desk Operator to serve as the first point of contact for technology-related issues. The role involves troubleshooting, documenting, and resolving technical problems, as well as escalating complex issues to higher-level IT teams.

Education

H1B Sponsor Likely

Responsibilities

Provides first-line technical support to end-users via phone, email, walk in and SAMI, our self-service portal and ticket management system

Creates and manages support tickets using a SAMI, ensuring accurate documentation of issues, solutions, and follow-ups

Assists users with password resets and other authentication issues

Troubleshoots, diagnoses and resolves issues pertaining to hardware, software, and network-related issues in a timely manner

Escalates complex technical issues to higher-level IT teams or specialists when necessary

Meets defined service level objectives

Assists the IT Service Desk Supervisor with identifying gaps in University’s knowledge base that would enable more tickets to be resolved by virtual attendant

Helps the IT Service Desk Supervisor in identifying large-scale issues and communicating those issues to necessary responsible parties within IT for quick resolution

Maintains a high level of professionalism and customer service, ensuring all interactions are handled with courtesy and efficiency

Contributes to the development and maintenance of internal knowledge bases and user documentation

Monitors and tracks the progress of all open tickets to ensure timely resolution and closure

Assists with IT onboarding processes for new students and staff through creation of their NetID

Provides support for remote users as needed, ensuring consistent service across various work environments

Collaborates with other IT team members to identify items for improving processes and increasing service efficiency

Performs other work related duties as assigned

Qualification

Technical supportTicket managementTroubleshootingOperating systemsRemote desktop toolsIT support softwareProblem-solvingCustomer serviceAnalytical skillsSituational awarenessCommunication skillsSelf-motivatedAttention to detailCreativityDecision making

Required

Minimum of a Bachelor's degree in Computer Science. Equivalent related experience may be considered in lieu of degree

Proven experience in a helpdesk or IT support role (2 years preferred)

Strong knowledge of common operating systems (Windows, macOS), troubleshooting of hardware, software and basic networking principles

Experience with ticketing systems, remote desktop tools, and IT support software

Knowledge of Asset Management and equipment lifecycles

Knowledge of Change and Project Management

Excellent problem-solving skills and attention to detail

Ability to interface and communicate effectively with non-technical personnel, administrative users, staff, faculty and students, as well as professional Information Technology staff. Must possess strong analytical skills, excellent oral and written communicative skills, be a quick learner, self-motivated, patient, and be able to work in stressful situations. Initiative, creativity and decision making are required

Ability to work in a fast-paced, customer-oriented environment

Situational awareness regarding incidents, outages or other service disruptions

Must be available to work flexible hours including occasional evening or weekend coverage, and work under time sensitive deadlines

Ability to lift and carry equipment and supplies

Valid driver's license and accessibility to a car

Employment is contingent upon a satisfactory background check. Candidates for hire will be required to sign a waiver authorizing the background check and produce a Social Security Card

Preferred

Industry certifications (i.e., A+, Network+, Security+, MCP) are preferred

Familiarity with Active Directory, Office 365, and common enterprise software tools is a plus

Company

Fairleigh Dickinson University

Glassdoor3.8

Fairleigh Dickinson University is a private, coeducational and nonsectarian university located in Teaneck, Madison, New Jersey.

Founded in 1942

Madison, New Jersey, USA

1001-5000 employees

http://www.fdu.edu/

H1B Sponsorship

Fairleigh Dickinson University has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (5)

2024 (3)

2023 (6)

2022 (5)

2021 (4)

2020 (3)