[Hiring] Service Desk Technician @West Virginia University

Role Description

The Department of Information Technology Services at West Virginia University is currently accepting applications for a Service Desk Technician. This is a tier 1, front line position at the Service Desk. They are the interface between the customer and ITS, assisting customers with incident resolution or fulfilling service requests. This is a remote worker position who communicates via phone or an electronic interface.

Qualifications

• Associate degree in computer science or a related field or equivalent combination of education and experience.
• A minimum of two (2) years of experience in each of the following:
  • Technical experience in a computer-related customer support field.
  • Customer Service.
• Any equivalent combination of related education and/or experience will be considered.
• All qualifications must be met by the time of employment.

Requirements

• Must be able to provide advanced support for various hardware platforms, operating systems, and software packages.
• Complex problem-solving skills and excellent research skills are required.
• Must be able to articulate clearly and concisely to a wide variety of multi-cultured users.
• Excellent customer service is essential.
• The candidate must be courteous, display a positive attitude, and a genuine concern for the end user.
• Must be able to pay attention to detail, work independently as well as part of a team; be dependable, discreet, and trustworthy.
• Must work closely with other SD staff on maintaining required ITSM skillsets.
• The incumbent must be courteous, display a positive attitude, and a genuine concern for the computer user.
• Must have the knowledge and ability in how to use tracking software, preferably the current ITSM tool, to process problem tracking, resolution, and responses for a Service Desk environment.

Benefits

• 37.5-hour work week.
• 13 paid holidays.
• 15 annual leave (vacation) days per year or more based on years of service.
• 18 sick days per year.
• Range of health insurance and other benefits.
• 401(a) retirement savings with 6% employee contribution match.
• Eligibility to continue health insurance and other retiree perks.
• Wellness programs.