Service Desk Support
The duties and responsibilities for this position focus on being the first point of contact for students, staff, and faculty seeking technical assistance over the phone, in person, via email, or through the service desk system. This position provides an outstanding opportunity to work with a wide variety of technology and business processes to support all campus areas including academic, administrative, and support service areas. The service desk assists with computer and peripheral device setup, configuration, and troubleshooting, application installation, support, basic network troubleshooting, and accurately documenting processes and procedures while identifying and suggesting possible systems improvements. This position will need to coordinate technical issues with other IT staff members and/or other campus community members ensuring a quick response and resolution to the issue. The successful service desk support person will engage campus users to support, educate, and build community. Salary range of $19.71 to $27.59 hourly, commensurate with experience, education, and qualifications. Education Required: Education Preferred: Applicants will be reviewed and interviewed on an ongoing basis after the screening date. The screening date begins 10 calendar days after a position is posted on the employment website. APPLY AT: Job Type : Full-Time Education Level : Not Applicable Experience Level : Not Applicable Job Function : General Contact Information : Apply at:
Service Desk Support
The following are reasons why you should join our team:
• 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, Office
365, 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.
IT Service Desk Communication
• 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
Information Technology Operations
• 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.Qualities:
- 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.Physical Demands:
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.
REASONABLE ACCOMODATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
MANDATORY REPORTER:
All employees of Montana State University Billings are Mandatory Reporters. They must report information to the Title IX Office (Director of Human Resources) as soon as they become aware of alleged discrimination or harassment on the basis of sex, gender, or any other protected class (see HR’s
CAMPUS SAFETY:
Montana State University Billings is committed to assisting all members of the campus community in providing for their own safety and security. The Annual Security and Fire Safety Report is available on the University Police Department website at: http://www.msubillings.edu/police/pdf/Annual_Security_and_Fire_Safety_Report.pdf
This institution is an equal opportunity employer
This job description is not designed to be an all-inclusive listing of activities, duties, or responsibilities required of the employee. There may be other duties as assigned.
Background checks are required prior to employment offers.
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 Required:
• 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.
N/A
Experience Preferred:
• Experience of using a ticketing system to track and record incidents and service requests.
This position is not eligible for sponsorship. Images
Additional Info
https://employment.msubillings.edu/postings/7661
Connie Hoffman
HR Specialist
MSU Billings
1500 University Drive Room 310
Billings MT 59101