[Hiring] IT Service Desk @Ivy Tech Community College

Role Description

Under the direction of the IT Service Desk Director, the IT Service Desk candidate will provide remote technical assistance to students, faculty, and staff covering topics including but not limited to:

• Account access issues (e.g., password resets, Microsoft Authenticator, BitLocker)
• Email (Outlook/Exchange)
• Learning management systems (Canvas)
• Storage platforms (OneDrive, G Suite)
• Office 365
• Support of general hardware and software, printers, projectors, document cameras, scanners, and related IT equipment

Incoming requests will come in through phone queue (primary) and ServiceNow platform (secondary). Candidates can expect high phone traffic volume during peak hours of the day and semester and will be expected to stay active in the phone queue throughout their shift. Candidates will also be expected to route non-IT related calls to the appropriate responsible departments outside IT. All activities should be conducted with an appreciation and respect for diversity of people, styles, and views.

Qualifications

• High School diploma or equivalent required
• Associate Degree in IT related field and/or relevant certifications preferred

Requirements

• Must be proficient with current hardware and software technology
• Must have a reliable, high-speed home Internet connection
• Must possess good customer service and organizational skills, able to provide quality customer service in verbal or written form
• Must be able to maintain professional relationships with peers and superiors
• Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
• Must be dependable and show initiative in all activities
• Ability to stay calm in stressful situations, and able to handle multiple competing priorities
• Ability to create and maintain documentation
• Must be willing to seek and undertake additional training and/or earn industry standard certifications as needed
• Must be willing to work nights and weekends as needed, must be willing to travel as necessary
• Must demonstrate ability to promote an inclusive environment that reflects the broad diversity and backgrounds represented by our students and employees and which every individual feels respected and valued

Benefits

• Access to a comprehensive vision care plan with low-cost exams and allowances for glasses or contact lenses
• Employee Assistance Program offering no cost confidential counseling sessions, legal consultations, financial planning consultations, and other resources
• All employees can contribute pre-tax or post-tax dollars through payroll deduction to build retirement savings
• Fee remission for employees, spouses, and legal dependents

For more information on Ivy Tech Benefits, visit https://careers.ivytech.edu/benefits .