It Executive

Summary:

The IT Executive/Engineer will support the schools IT help desk activities and report to the Campus IT Lead. Core activities for the executive will include answering the phone and email for incoming calls, opening service tickets and routing calls as per department procedure. Also, performing follow up as needed, assisting with scheduling issues, and supporting users, internal projects, and deadlines. This person will analyze and resolve user network issues and software problems in a timely and accurate fashion and provide end user training.

Primary Responsibilities

• Improve user service, perception, and satisfaction.
• Improve productivity of Outsourced IT technical staff
• Act as the single point of contact with the user for all types of service requests.
• Process incoming service requests from clients (via telephone, email, and other means
• Responsible for answering all incoming telephone calls on the Service Desk support line
• Create service tickets using SNS ticketing system
• Assess ticket resolution timeframe and coordinate resolution schedule with client
• Assign tickets to the appropriate SNS technical staff for resolution
• Provide regular updates to the user regarding resolution and progress status
• Follow-up with Outsourced technical staff to assess and promote ticket resolution – escalate tickets to other technical resources as needed to ensure successful and timely ticket resolution.
• Close tickets using the SNS ticketing system.
• Follow-up with users to assess user satisfaction
• Daily assessment of outstanding tickets and follow-up with SNS technical staff
• Communicate schedule changes to users as needed
• Communication with users as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Ensure fast turnaround of user requests
• Create monthly ticket reports for management.

Other Responsibilities

• Assist in the user equipment purchase process (create purchase requests/requisitions and follow-up for approval, order equipment)
• Assist as needed in the creation of reports for billing purposes.

Technical Knowledge and Experience

• Basic knowledge of Laptop/desktop, network support, troubleshooting in a Microsoft environment, Mac OS and Linux is a plus (but not required)
• Must have experience using basic software applications such as Mac Office Suite, Mac OS, Microsoft OS (windows 10 & 11), O365/Microsoft Office (Word, Excel, Outlook, etc....), and IT Help Desk or Service Desk ticketing systems.

General Knowledge and Experience

• This position requires very strong organizational and communication skills
• Must have working knowledge and experience in an IT Service Desk or IT Help Desk environment.
• Must be able to oversee and coordinate the successful completion of multiple service tickets at once
• Must have outstanding written and spoken English communication skills to successfully communicate ticket status updates to users.
• Must be a team player with a proactive, positive “can do” attitude and a strong work ethic
• Ability to multi-task and work well under pressure and in a fast-paced environment
• Ability to work in a team and communicate effectively
• Excellent attention to detail with strong organizational skills
• An energetic, enthusiastic, team player with the desire to grow both personally and professionally.
• Professionalism is a must with the ability to foster and develop user loyalty

Education Requirements

• Bachelor’s degree or equivalent experience
• Basic technical knowledge of Microsoft and Mac core technology
• IT Service Desk/support/help desk experience and technical proficiency is a plus.