Service Desk Specialist (2 positions)

Posting Number A01637 Position Title Service Desk Specialist (2 positions) Position Number E01130 Salary for Announcement

The salary range for this position is $41,200- $51,500. The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range represents University’s good faith and reasonable estimate of the range of possible compensation at the time of posting. MSU Denver offers a full benefits package.

Pay Grade

14

Employee Category Professional staff Department Client Services EClass Code Full Time Professional Staff Position Summary

Our Service Desk Specialists are the first responders to student, faculty and staff IT requests. We understand the interconnectedness of all our IT systems and services, and we excel at helping our clients navigate them.

Reporting to the Service Desk Supervisor, you will provide technical support by phone, chat, and occasionally in-person. You will have your hands in many systems including Office 365, Canvas, SCCM, JAMF, and Banner, and you will work with every team within IT Services. To be at home in this position, you will promote knowledge-sharing and question-asking with your peers. Your inquisitiveness will serve you well and we want to foster your professional growth and skills in areas that interest you. We’re looking for a team member that values student success by advocating for our customers and through mentorship of our student employees.

IND208
We will be making 2 hires from this single post.

Duties/Responsibilities

Technical Support

• Promote a service-oriented culture with forthcoming updates, advice, and technical resolutions in conversation and writing. Maintain a caseload of tickets within the IT Service Management tool.
• Perform diagnostics on devices and accounts used to access MSU Denver-supported services and make decisions following defined procedures and industry best practices. Identify workarounds and assist with investigations of underlying problems.
• Troubleshoot network issues including wireless, VPN, and wired connections.
• Promote new services and informational resources available to the MSU Denver community.

Collaboration

• Mentor and on-board student employees through structured trainings, one-on-one coaching, and skills evaluations.
• Stay connected with your peers on collaboration tools to share updates, monitor trends, celebrate success, and to ask and answer questions.
• Become a resource for the Service Desk on 3-5 systems administered by other teams (i.e. Security, Networking, Application Services) to increase everyone’s understanding and to cultivate relationships with other work units.
• Identify duplicate or outmoded work processes and suggest alternate approaches.
• Participate in division/university-wide projects as a technical resource and to advocate for customer experience.
• Participate in opportunities for professional development.

Technical Writing

• Write and document technical solutions for publishing in the ITS knowledge base.
• Conduct training to educate peers on processes and advanced technical solutions.
• Write comprehensive notifications to clients from the ticketing system.

Other responsibilities as assigned
At the discretion of the Service Desk Supervisor, perform additional tasks and special projects as assigned.

Required Qualifications

• Experience providing customer service in an information technology environment
• Experience troubleshooting and supporting MS Windows 10 and MS Office
• Experience using and supporting Mac desktop OS (10.13+)

Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meet all required qualifications.

Preferred Qualifications

• Bachelor’s Degree from an accredited College or University
• Experience using an enterprise ticketing system
• Experience troubleshooting of network connectivity issues including TCP /IP, routing, DHCP, and DNS
• Experience using and supporting a Learning Management System such as Blackboard, Canvas, D2L
• Experience working in an information technology environment in a higher education setting
• Experience developing and leading training

Work Hours Posting date 06/08/2021 Closing date Closing Instructions Open Until Filled To ensure full consideration, applications must be received by 11:59pm (MT) 06/29/2021 Special Instructions to Applicants

IMPORTANT : In order to be considered as an applicant you must apply via the online application system, www.msudenverjobs.com .

References refers to a list of three professional references and their contact information.

Official transcripts will be required of the candidate selected for hire.

Talent Team Representative Mayra Espinosa Talent Team Representative E-mail mespin43@msudenver.edu Benefits

MSU Denver is pleased to offer our current and potential employees a wide array of benefit options. To learn more, please visit the following link:
Employee Benefits Offerings

Diversity Statement

Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 50% first generation students and over 45% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.

We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.