Job Details

NATURE & PURPOSE OF POSITION: Provide front line, Tier 1 support via telephone, e-mail, in person, remote, and chat support to internal and external clients. SUPERVISION GIVEN & RECEIVED: Receives general supervision and mentoring from Service Desk Manager and full-time technicians. Serve as a mentor and source of support for other student workers. PRIMARY RESPONSIBILITIES. Provide timely, consistent, and quality technical support for SHSU constituents experiencing technology issues and maintain accurate and thorough records of all interactions. Maintain confidentiality and security of data observed in carrying out job duties. Participate in, and provide recommendations for on, Service Desk continuous improvement efforts to better meet client or university needs. Write/ Maintain Review documentation and/or flag for correction of knowledge articles using the IT Knowledge Base. Resolve incidents or fulfill service requests following the established policies and procedures while meeting t...IT, Service Desk, Engagement, Student, Employee, Customer Service, Technology