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Posting Details

Posting Details

Posting Number
0801578

Classification Title
IT Support Specialist

Working Title

Department
Information Technology

Department Contact Email
lmckarns@centralstate.edu

Job Summary/Basic Function

Job Summary:
Under general supervision, the incumbent serves as an IT support specialist for Central State University at Wilberforce, Ohio. This is a first contact customer-facing position requiring excellent customer service and communication skills, attention to detail, friendly, quality customer service, and calm under pressure. Ability to work in a fast-paced work environment. Communication skills are critical to an IT Support Specialist’s success as the entire job is related to communicating with the university’s internal customers regarding their IT needs. This position reports directly to the IT Service Center Manager in the Information Technology Division. Since the position also involves work for the 1890 Land Grant System at CSU, it is expected that the incumbent will abide by the policies and procedures of Land Grant employees at CSU, as well as University policies and procedures.

Essential Duties and Responsibilities:
1. Provide helpdesk assistance and support for University and Land Grant users related to the
software, desktop, laptop, and other technology that is maintained by Marauder IT Services.
2. Excellent verbal and communication skills ensuring any customer or client first contact is a good first impression for Central State University.
3. Manage incoming and outgoing telephone and email communications.
4. Ability to provide technical assistance and support for incoming queries and issues related to
computer systems, software, and hardware.
5. Ability to manage helpdesk incidents by managing tickets through the IT service management
system (currently SysAid).
6. Quickly answer incoming queries and direct calls to the appropriate person/department if needed by using a multi-line phone system.
7. Speak clearly, distinctly, and with a friendly, courteous tone always.
8. Use listening skills to put callers at ease and obtain accurate, complete information.
9. Knowledge of customer service standards and procedures.
10. Ability to interact and communicate with people over the telephone, often in stressful situations.
11. Ability to multitask, such as simultaneously handling a phone call with one customer while composing an email to another customer.
12. Proficient and comfortable with computers and software including Microsoft Office 365 and Active Directory, Adobe Creative Cloud, various web browsers, and other software.
13. Ability to assist with issuing campus OneCards using IDMS & Transact S2.
14. Ability to assist with writing training guides if needed.
15. Respond to email messages for customers seeking help.
16. Ability to ask questions to determine the nature of a problem.
17. Walk customer through problem-solving process.
18. Follow up with customers to ensure issues have been resolved.
19. Gain feedback from customers about computer usage.
20. Run reports to determine malfunctions that continue to occur.
21. Performs miscellaneous job-related duties as assigned.
22. Submits regular Time and Effort Reports for the Land Grant Work as needed.

Minimum Qualifications

Required Experience and Qualifications:
1. Three years of hands-on experience with computers, applications, and systems including proficiency with Microsoft 365 apps, email, and web browsers.
2. Three years of experience in a customer service environment working directly with customers.
3. Ability to think quickly and communicate in a clear tone with various callers; handle a high volume of calls; be proactive to a solution.
4. Understand data entry best practices such as preventing duplicate entries and ensuring that data standards are followed.
5. Ability and desire to quickly learn new enterprise applications.
6. Excellent written, verbal, and interpersonal communication skills.
7. Ability to work in a team-oriented, collaborative environment with technical and non-technical colleagues.
8. Ability to work on your own and as part of a team.
9. Highly responsible and has the ability and desire to be self-directed.
10. Proven analytical and problem-solving skills.
11. Highly self-motivated with a strong work ethic.
12. Adaptable, flexible, and able to prioritize and execute tasks in a high-pressure environment.
13. Strong customer service orientation with ability to be courteous, professional, and patient with the clients always.
14. High school diploma or equivalent hands-on experience.

Preferred Qualifications

Preferred Experience and Qualifications:
1. Bachelor’s degree in computer science, MIS, communications, or related field.
2. Three years of IT helpdesk experience in a busy, customer service-oriented IT environment.
3. Experience in a higher education environment.
4. Familiarity with Ellucian Banner ERP, Active Directory, Transact Campus S2 Security Card System, and IDMS, SysAid (or similar ITSM ), TeamViewer, and /or other IT service center software and systems.
5. Knowledge of ITIL best practices.

Posting Date
04/10/2024

Closing Date

Open Until Filled
Yes

Special Instructions to Applicants

Central State University is an Equal Opportunity Employer seeking candidates committed to working in a diverse environment.

Central State University, as a multi-national and culturally diverse University, is committed to providing an inclusive, equitable and diverse place of learning and employment. It is the University’s policy to prohibit discrimination and provide equal opportunity to all employees, students, and visitors, without regard to their race, sex (including gender identity/expression), sexual orientation, color, religion, ancestry, national origin, age, disability, genetic information, or veteran or military status.

Position Category
Staff - Monthly (Exempt)

Budgeted Annual Salary
Commensurate with experience and qualifications

Supplemental Questions

Required fields are indicated with an asterisk (*).

Required Documents
Required Documents
  1. Resume
  2. Cover Letter
  3. Unofficial Transcripts
Optional Documents

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