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Posting Details

Job Specification Information

Job Posting Number

S354NE

Position Title

IT Service Desk Lead

Class Title

Staff

Regular or Contingent II

Contingent II (more than 6 mos)

Desired Start Date

FLSA

Non-Exempt

Grade/Range

$50,000 - $60,000

Open Date

02/01/2024

Close Date

Open Until Filled

Yes

Duties and Responsibilities
  • Monitor, prioritize, and assign tickets to team members to achieve the most efficient outcome.
  • Reviews and manages the ticketing process to ensure agents follow ticket and troubleshooting standards.
  • Document resolution activities, including tasks such as end-user communications, interactions with end-users, and ticket closure.
  • Assist the team in achieving SLAs through proper ticket interactions and problem prioritization.
  • Provide support to the service desk team and customers.
  • Support operations using ITIL best practices.
  • Participate in team meetings.
  • Create support documentation, contribute to knowledgebase articles, and support continual process improvement.
  • Act as the service desk team’s first line of support for technical and process issues out of scope for Tier I agents.
  • Trains and educates the technical support staff on products and processes.
  • Promote and maintain positive customer relations.
  • Review and assess team and individual performance and provides recommendations and feedback for improvement.
  • Provides onboarding support for new hires and routine team training.
  • Reports possible outages to management.
  • Provide feedback to streamline Standard Operation procedures.
  • Support in-office walk-ups and remote assistance while providing quality customer service.
  • Other duties as assigned.
Minimum Qualifications

These are the job duties for required of the position

Education
  • High School Diploma or GED required.
  • Associate’s degree in an IT-related field preferred.
  • A+, HDI, ITIL certifications preferred.
Experience

At least three (3) years of experience in a help desk environment is required. Experience supporting a large Enterprise environment preferred.

Knowledge Skills and Abilities
  • Committed to continual improvement processes and capturing lessons learned.
  • Ability to foster a culture that values transparency and accountability.
  • Excellent communicator and can motivate and inspire team members.
  • Computer literacy in various applications, including Office 365, Teams, Zoom, Blackboard, etc.
  • Ability to identify, troubleshoot, and resolve hardware and software problems.
  • Ability to adapt and prioritize work independently in a dynamic environment.
  • Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.
  • Should be able to identify symptoms for process improvement.
  • Ability to work independently with minimal guidance and supervision.
Conditions of Employment

This position is Title III grant-funded. Employment is subject to available funding.

Please be advised, COVID -19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University. This protocol is subject to change.

Other

Non-Union Position.

Bowie State University offers an excellent benefits package! This includes tuition remission, including eligible dependents, choice of medical/vision plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.

Posting Detail Information

Special Instructions to Applicant

Quick Link for Internal Postings

https://bowiestate.peopleadmin.com/postings/2833

Pass Message

Fail Message

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a high school diploma or GED?
    • Yes
    • No
  2. * Do you have a minimum of two (2) years of experience in information security or a related field?
    • Yes
    • No
  3. * Do you have A+, Net+ or ITIL v3 Foundations certifications?
    • Yes
    • No
Applicant Documents
Required Documents
  1. Resume
  2. Cover Letter/Letter of Application
Optional Documents
  1. Letter of Reference 1
  2. Letter of Reference 2
  3. Letter of Reference 3


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