Help Desk Technician
Date: May 13, 2021
Cincinnati, OH, US
University of Cincinnati
Current UC employees must apply internally via SuccessFactors >
You are invited to submit an application to be considered for multiple positions.
Founded in 1819, the University of Cincinnati embarks upon its third century - building on the past and defining the future by leading urban, public universities into a new era of innovation and impact through its strategic direction, . Underscoring the power of creativity, ingenuity, invention and inclusion, what's Next will accelerate our unrivaled momentum, evidenced by eight straight years of record enrollment and rankings that include placement among America's top 100 public universities by U.S. News & World Report. Home to a diverse student body of nearly 47,000 and more than 4,200 distinguished faculty, the university combines its Research 1 (Very High Research Activity) Carnegie Classification with a physical setting that The New York Times recently acclaimed as "the most ambitious campus design program in the country.
Serve as the single point of contact for IT support by responding to and diagnosing incidents with users. Includes providing instructions on how/where to request a service, problem recognition, research, isolation and resolution steps. Resolve basic problems immediately, while more complex problems are escalated to subject matter experts or senior level support.
May be required to work weekends, holidays and days when the university is closed.
Provide remote Tier 1 consultative, technical, and how to support based on Knowledge Base articles and other resources to the user community; support includes escalation of incidents/service requests for IT@UC services and distributed services to subject matter experts and university support staff.
Triage inquiries by assessing the type and severity of problem and providing basic troubleshooting prior to escalation; determine the correct categorization, prioritization, and impact of incidents.
Liaise between faculty, staff, students, service owners, subject matter experts, and support staff.
Utilize and review IT Knowledge Base articles to provide ongoing feedback regarding necessary updates to existing or the creation of new articles.
Ensure incidents/service requests are handled in accordance with Service Level Agreements (SLAs) and industry specific standards.
Provide an excellent customer service experience by displaying patience, resourcefulness, and a desire to help others.
May provide direct and/or indirect coaching or team building to peers and/or student workers with less experience.
Perform related duties based on departmental need. This job description can be changed at any time.
Associate's Degree in an IT related field.
Two (2) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.
Additional Qualifications Considered
Have clear, professional and informative communication style.
Physical Requirements/Work Environment
Hearing, listening - Continuously
Sitting - Continuously
Repetitive hand motion (such as typing) - Continuously
Talking - Continuously
Standing - Seldom
Walking - Seldom
This position will be a professional position paid at an hourly rate.
The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.
As a UC employee, and an employee of an Ohio public institution, if hired you will not contribute to the federal Social Security system, other than contributions to Medicare. Instead, UC employees have the option to contribute to a state retirement plan (OPERS, STRS) or an alternative retirement plan (ARP).
SF:OMJ SF:RM SF:HEJ, SF:INS SF:HERC SF:DIV SF:LJN
Nearest Major Market: Cincinnati
Technician, Developer, Help Desk, Information Technology, Technology, Research
The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / Minority / Female / Disability / Veteran.