Senior Service Desk Specialist

Job Summary

R hode Island School of Design ( RISD) seeks a collaborative and savvy professional to join our vibrant, diverse community as the Senior Service Desk Specialist in the Information Technology Services department (ITS).

The Senior Service Desk Specialist provides on-premise and remote technological and informational support to the RISD community. Senior Service Desk Specialists are the community’s first point of contact to inquire about or request technological support and services offered by RISD’s Information Technology Services team. This position uses analytical questioning to identify and document the inquiry or reported issue with the goal of resolving issues on the first contact. This role uses the request management and problem ticketing system to document the solution or escalate to an appropriate application or service subject matter experts for resolution. The Senior Service Desk Specialist will provide support on campus-wide software applications and services; provide guidance, training, and educate the community about core, campus-wide solutions, and operations. As well, this position provides excellent customer service and ensure requests for services are resolved in a timely manner. The Senior Service Desk Specialist serves as the information specialist for campus-wide solutions, contact specialists, and operations. This position identifies and escalates to the Service Desk Manager any concerns or conflicts with issues or operations and brisng forth suggestions or possible solutions.

Essential Functions

• Answer, evaluate and prioritize incoming requests via email, phone, chat, and walk-ins from the RISD Community pertaining to core, campus-wide supported services and operations (e.g. Remote work and learning, Video Conferencing, Student Information System, Digital Ecosystem, Learning Management Systems (LMS) and remote labs to name a few). Submit and process all calls through the request management system.
  
  
• Analyze requests and quickly arrive at a solution or escalate to appropriate application or service expert. Gather pertinent information for requests that require escalation.
  
  
• Answer questions regarding core, campus-wide procedures and operations using the internal, on-line knowledge base and campus websites for resolutions and/or frequently asked questions.
  
  
• Maintain internal on-line knowledge base. When referencing internal knowledge, confirm information exists and is current and/or notify appropriate content experts if a change is needed.
  
  
• Maintain knowledge of and experience in request management software along with core, campus-wide applications and services.
  
  
• Assist the IT Communications and Training Specialist by providing content suggestions and edits for user documentation and procedures.
  
  
• Participate in projects in a testing capacity where needed.
  
  
• Provide basic training to the RISD Community on supported application and services via Desk Side Coaching.
  
  

Required Knowledge/Skills/Experience

Associate’s Degree or equivalent combination of education and experience in a technology support related field (preferably in higher education). 3 -5 years of Technical Service Desk experience required. Advanced technology support experience preferred. Familiarity with supported hardware and software applications offered through RISD. Excellent customer service skills, organizational skills, and verbal and written communication skills. General knowledge of computing and networking environments and a demonstrated ability to work in a technical environment.

Other qualifications include:

• Thorough understanding of technology infrastructure and operations
• Experience with supported software on both Windows & Macintosh platforms
• Experience with request management software
• Knowledge and experience in multi-media, content management, and learning management systems
• Good technical aptitude and analytical skills
• Conceptual understanding of networks and network infrastructure
• Interact effectively with a diverse population with the ability to support users from all levels of experience
• Customer service-oriented
• Ability to multi-task
• Ability to work independently or as a member of a team

Union:

Yes



Work Schedule:

40 hours per week, 12 months per year

Employment Status:

Full-time, Non-Exempt



Grade:

04/CT

Documents Needed to Apply:

Resume

Cover Letter

Incomplete applications will not be considered. Please upload all required documents.

The successful candidate will be required to meet our pre-employment background screening requirements.

For certain positions, RISD is currently supporting remote work arrangements due to the pandemic. When work resumes in person, employees are expected to perform work on campus.

RISD recognizes diversity and inclusivity as fundamental to its learning community and integral to an art and design education. We welcome candidates whose experience has prepared them to contribute to our commitment to diversity and excellence. RISD is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetics, or any other protected characteristic as established by law.

For internal use only - Job Family:

Information Technology Services