IT Service Desk Technician

Western Governors University

Salt Lake City, UT

ID: 7063413
Posted: February 6, 2020
Application Deadline: Open Until Filled

Job Description

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Position Summary -

The IT Help Desk Technician is responsible for direct support of users contacting the WGU IT Help Desk for assistance with either Service Requests or Incidents as defined in accordance with the Help Desk Procedures.

Essential Functions and Responsibilities -

Receive calls, emails and web-tickets for end users and other WGU Staff / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent information,

Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution

Ensures Incidents and Service Requests are properly escalated and assigned to appropriate IT support groups

Perform hierarchical escalation to Help Desk Management and the IT Leadership Group

Maintains ownership of Incidents, ensuring timely entry, updating, and closure of all tickets and issues.

Knowledge and Abilities –

Strong analytical skills balanced with effective communication and excellent customer service skills

Exceptional verbal and written communication skills

Ability to work independently, analyze problems, and make decisions with minimal management intervention

Proactively involve key technology infrastructure teams when necessary

Ability to anticipate potential obstacles and develop contingency plans to overcome them

Awareness of new and existing technologies, architectures, and best practice

Ability to manage multiple issues simultaneously in high-pressure environment where change is commonplace.

Individual must be able to handle multiple interrupts and be able to multi-task effectively

Ability to diligently follow standards and best practices for many different technology areas

Shift work flexibility

Qualifications -

Minimum Qualifications:

Appropriate Technical Support experience and knowledge required for Level 1-2 Agents

Windows and Macintosh platforms

Multiple Internet Browsers

Support for remote and local staff and students

Some technical background across infrastructure technologies, e.g. network, voice, unix

The individual must have 2+ years of Industry experience

High School Diploma

CompTIA A+ Certification

ITIL Foundations desired, but not essential

Disclaimer: This Job Description has been designed to indicate the general nature, essential duties, and responsibilities of work performed by employees within this classification. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications that are required of the employee to do this job. Duties, responsibilities and activities may change at any time with or without notice. This Job Description does not constitute a contract of employment and the University may exercise its employment-at-will rights at any time.


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