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IT Service Desk-Associate

📁
Information Technology
💼
VP Chief Information Officer
📅
20000209 Requisition #

Job Summary:

Under direct supervision, responsible for providing procedural or operating assistance and support to faculty, staff and students for all Information Technology applications, products and services. Complex and/or high priority problems are elevated to specialized support groups within IMS for resolution when needed. Responsible for ensuring that an effective solution is provided to the user.


Job Duties:

  1. Provides first level support for all IMS related services to include general operator type services (i.e. routing of phone calls throughout the university), answering user questions, troubleshooting technical problems, teaching or instructing customers on the basic functions of supported software applications or hardware functionality, and communicating IMS policy.

  2. Serves as the campus operator by routing incoming calls to the appropriate person and/or department.

  3. Determines the most effective manner to resolve the client's technical issue and properly escalate unresolved issues to the next level of support. Consults with IT Specialist when necessary.

  4. Creates tickets on behalf of the customer for all technical problems reported. These tickets will be entered into the IMS ticket system and contain all pertinent information regarding the issue and the steps taken to resolve or tried before escalating to the next level of support.

  5. Provides status updates to customers on their tickets submitted to IMS.

  6. Verifies knowledge base articles to ensure they are accurate.

  7. Performs all other duties as assigned.


Education:

High School Diploma or GED equivalent is required.


Associate's degree in an IT related field is preferred


Experience:

None. Previous customer service, classroom technology or technical support experience is preferred.


Supervisory Requirements:



  • None
  • UT Health San Antonio is an equal employment opportunity and affirmative action employer.  It is our policy to promote and ensure equal employment opportunity for all individuals without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or veteran status.

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