Montana State University Billings · 12 hours ago
Service Desk Support
Billings, MT
Full-time
Onsite
New Grad, Entry LevelMontana State University Billings is a preferred employer in the region, and they are seeking a Service Desk Support professional. This role focuses on being the first point of contact for students, staff, and faculty seeking technical assistance, providing support for a variety of technology and business processes across campus.
E-LearningHigher EducationUniversities
No H1B
Responsibilities
Provide in-person or remote support assisting students, staff, and faculty with setup, configuration, or troubleshooting of computer and peripheral equipment and software applications in a timely manner
Knowledge of Windows, Apple and Mobile device operating systems, computer imaging, Active Directory, computer maintenance and troubleshooting, computer and peripheral hardware, and basic network troubleshooting
Knowledge of using a ticketing system to track and record incidents and service requests
Hands on experience with standard campus applications such as Microsoft Office, Office365, Box, DocuSign, Webex, Adobe, etc
Ability to research issues using available information resources
Ability to provide end user training when necessary
Ability to support various classroom and computer lab technology including basic knowledge of AV equipment
Ability to work with and train IT student workers to perform basic IT tasks
Open to perform additional technical responsibilities as requested or assigned
Customer service focused. Calmly and effectively communicate with students, staff, and faculty across multiple campuses through various mediums: in-person, phone, email, instant messaging, and the service desk system
Properly escalate unresolved issues to the appropriate level of support
Ability to relay technical information to non-technical users
Ability to work in and with teams that may include other IT staff members as well as a variety of technical individuals from other MUS campuses, technology vendors, and university employees
Provides technical escalation support for IT team members, as necessary
Continually work on the ongoing development and enhancement of system performance and monitoring methodologies, procedures, and processes
Actively seeks opportunities for system improvements, new technology trends, enhanced capabilities, and products for the advancement of the Information Technology operations
Responsible for the inventory process of locating and documenting university equipment and the disposal process
Ability to clearly communicate, document, and share processes, standards, and procedures to increase the efficiency, effectiveness, and security of the technology infrastructure
Qualification
Required
Associate's degree in a technology or business-related field (such as Computer Science/Engineering or Information Technology) or an equivalent combination of relevant education and service desk experience
Experience in customer service assisting constituents with incidents and requests
Knowledge of Windows and Apple operating systems, computer imaging, Active Directory, computer maintenance and troubleshooting, computer and peripheral hardware, and basic network troubleshooting
Experience with applications such as Microsoft Office, Office 365, Box, DocuSign, Webex, Adobe, etc
Provide in-person or remote support assisting students, staff, and faculty with setup, configuration, or troubleshooting of computer and peripheral equipment and software applications in a timely manner
Knowledge of using a ticketing system to track and record incidents and service requests
Hands on experience with standard campus applications such as Microsoft Office, Office365, Box, DocuSign, Webex, Adobe, etc
Ability to research issues using available information resources
Ability to provide end user training when necessary
Ability to support various classroom and computer lab technology including basic knowledge of AV equipment
Ability to work with and train IT student workers to perform basic IT tasks
Open to perform additional technical responsibilities as requested or assigned
Customer service focused. Calmly and effectively communicate with students, staff, and faculty across multiple campuses through various mediums: in-person, phone, email, instant messaging, and the service desk system
Properly escalate unresolved issues to the appropriate level of support
Ability to relay technical information to non-technical users
Ability to work in and with teams that may include other IT staff members as well as a variety of technical individuals from other MUS campuses, technology vendors, and university employees
Provides technical escalation support for IT team members, as necessary
Continually work on the ongoing development and enhancement of system performance and monitoring methodologies, procedures, and processes
Actively seeks opportunities for system improvements, new technology trends, enhanced capabilities, and products for the advancement of the Information Technology operations
Responsible for the inventory process of locating and documenting university equipment and the disposal process
Ability to clearly communicate, document, and share processes, standards, and procedures to increase the efficiency, effectiveness, and security of the technology infrastructure
Customer service focused- Being empathetic, putting yourself in the customers' shoes and trying to understand the emotions they're experiencing while serving their needs
Communication: Ability to calmly and effectively communicate with students, staff, and faculty through various means
Problem Solving - Ability to troubleshoot and solve problems while being willing to ask questions
Working conditions can be demanding at times, requiring the ability to distribute efforts over several concurrent problems along with frequent operating demands
The ability to lift and move objects weighing up to 50 pounds
Awareness of possible electrical or mechanical hazards when working with technology equipment
The availability of setup or maintenance windows may not be obtainable during regular working hours; therefore, the employee may be asked to work during non-working hours in order to install, maintain, or correct problems with the technology infrastructure
Preferred
Experience of using a ticketing system to track and record incidents and service requests
Benefits
Work-life balance
10 paid holidays per year and 1 Floating Holiday
15 days per year (New Employees to 10 years; after 10 years the accrual rate increases)
Sick Leave - Earned at an accrual rate of .0416125 for each hour in pay status
Employee and Dependent Tuition Waiver
Opportunities to engage in professional development opportunities
Committed to employee wellness and access to a robust Employee Assistance Program
Medical Benefits that are robust and affordable
Life Insurance and Long Term Disability are incorporated into our benefits
Opportunities for career growth and a variety of career paths
Campus vibrancy- coffee shops, FREE attendance to MSUB concerts, athletic events, and lectures, access to recreation center, library, etc.
Beautiful campus environment that features our MSUB Mile walking path
Company
Montana State University Billings
MONTANA STATE UNIVERSITY BILLINGS Our mission at Montana State University Billings to deliver a transformative education that empowers students from diverse backgrounds to succeed.
Founded in 1927
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
American Welding Society
2022-07-29Grant
Leadership Team
Brett Weisz
Chief Information Officer
Recent News
Pennsylvania News
2022-08-02
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