About this role
About the Role Serve as the single point of contact for IT support for the UC community by responding to and diagnosing incidents. The role involves triaging inquiries, performing basic troubleshooting, and escalating more complex issues to subject matter experts, while guiding users on how to request IT services and ensuring adherence to SLAs. What You'll Do
- Provide remote Tier 1 consultative, technical, and how-to support based on Knowledge Base articles and other resources to the user community; support includes escalation of incidents/service requests for IT@UC services and distributed services to subject matter experts and university support staff.
- Triage inquiries by assessing the type and severity of problem and providing basic troubleshooting prior to escalation; determine the correct categorization, prioritization, and impact of incidents.
- Liaise between faculty, staff, students, service owners, subject matter experts, and support staff.
- Utilize and review IT Knowledge Base articles to provide ongoing feedback regarding necessary updates to existing or the creation of new articles.
- Ensure incidents/service requests are handled in accordance with Service Level Agreements (SLAs) and industry specific standards.
- Provide an excellent customer service experience by displaying patience, resourcefulness, and a desire to help others.
- May provide direct and/or indirect coaching or team building to peers and/or student workers with less experience.
- Perform related duties based on departmental need. What We're Looking For
- Required Education: Associate's Degree in an IT related field.
- Two (2) years of relevant work experience and/or other specialized training Compensation & Benefits
- Salary range: $39,000-$43,000 per year