Call Center Analyst, Full Time, Contingent II

Call Center Analyst, Full Time, Contingent II

Office of Technology Services

Vacancy number 301466

Position Type: Contingent II (contractual) non-exempt position with tuition remission and paid leave benefits and subsidized health insurance benefits

Opens: 05/21/24 Closes: Open Until Filled

Salary: $60,673-$64,000

The Call Center Analyst responsibilities include front line IT support and customer service for computers, mobile devices, applications, and platforms for the UBalt user community. Under general supervision, providing the highest level of customer service, the Call Center Analyst answers incoming calls, assists help desk walk ups, and remote users. The analyst tracks all levels of tier support requests in a timely fashion in the current ticketing system and escalates unresolved incidents/requests to the proper tier level 2 & 3 support team members for resolution.

The position will collaborate and share information about the customer's experience, support needs, and levels of fluency. Changes in approach, new projects, training, etc. may emerge within the ticketing system and the analyst will monitor and edit open call center tickets and assignments and follow up where needed. The Call Center Analyst is responsible for adhering to all State of Maryland compliance regulations and policies regarding IT pertinent to their duties. Reviews the OTS web pages for accuracy and as necessary suggests edits and completes updates.

We look forward to receiving your required electronic application with a cover letter and resume and learning about your interest in and qualifications for our vacancy. Please save your required cover letter and resume as one document (please make the file name short and without spaces or special characters) and attach it in the resume location. To apply, visit http://www.ubalt.edu/candidate_gateway/erecruit.html. Additional instructions below.

Key Functions/Responsibilities/Tasks:

Provide support to customers via phone, email and web conferencing concerning software, hardware, emails, passwords, and access questions. Document in ticketing system. Assign support level needs to tickets to tier-1-3 and/or provide support resolution. Assist in the diagnosis, troubleshooting, and resolution of end user issues.

Analyze and identify trends to issues and questions in tickets not resolved. Communicate to tier 2 and 3 support staff for advanced needs and unresolved issues. Assist with multi-factor authentication issues using the Duo admin functions.

Document and update procedures and common resolutions contributing materials to the knowledge sharing. Attending meetings and providing training for student workers as required, training UBalt community on relevant changes or requests for help sessions. Mentor student workers in the proper protocols and procedures on communication to the campus community and supports ticket management.

Provide troubleshooting assistance with issues related to system patches and issues brought to the attention of the Call Center. Participate with the team in the resolution of software or business-related problems related to the applications.

Required Education:

• High school diploma or GED

Required Experience:

• Three years of current experience in Help Desk environment supporting at least 50 users.

• Additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.

Preferred Education:

• Bachelor's degree in information technology or related field. Certification in Microsoft A+, Certified Customer Experience Professional or other related IT certifications.

Required Knowledge, Skills and Abilities:

Analytical Skills

• Strategic and analytical thinking skills with an ability to solve tier level 1 and 2 problems.

Interpersonal

• Excellent customer-centric skills.

• Communicate with various types of customers in a diverse university of faculty, staff, students, and leadership.

• Ability to work well with functional and technical teams.

• Demonstrated ability to communicate clearly, concisely, and accurately with people, verbally and in writing.

Technical Functional Knowledge and Understanding:

• Windows 10 or greater, Mac OS 11 or greater, Microsoft Office 365, remote tools, VPN and VDI environments

• Active Directory, Microsoft 365, remote tools (Splashtop, MS remote help)

• Current desktop hardware.

• Knowledge of ERP (enterprise resource planning). UBalt campus will be implementing Workday in July 2024.

The work schedule can include evening/day hours and occasional Saturday shifts.

The University of Baltimore ("UBalt" or "University") does not discriminate on the basis of sex, gender, race, religion, age, disability, national origin, ethnicity, sexual orientation, gender identity, or other legally protected characteristics in its programs, activities or employment practices. UBalt is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.

We appreciate your interest in our recruitment. Please review the information below before you visit http://www.ubalt.edu/candidate_gateway/erecruit.html to apply.

We need to receive your electronic application in our system by the vacancy closing date in order to consider you for the vacancy. Information follows about submitting the electronic application and attaching your required cover letter and resume.

Applicant Instructions: Using Candidate Gateway to View and Apply for UBalt Vacancies

The Candidate Gateway system serves as your connection to The University of Baltimore's job application process. It is a free, safe and secure way for you to apply for the job you want, and it allows the Office of Human Resources to maintain accurate records. Your use of the system does not require you to surrender any of your rights to privacy or confidentiality during the application process. Only qualified members of UBalt's Human Resources team and members of the relevant search committee can access your application information. The search committee will not have access to any information you provide to HR for affirmative action reporting purposes.

Please read and print the information below before you apply, and refer to it as you enter your application.

NAVIGATION

A - COVER LETTER AND RESUME ATTACHMENT AND UPLOAD

Before you apply:

• Save one PDF or Word file with your cover letter, resume, and any additional information you would like to have considered.

When you apply:

• In Candidate Gateway: Click "Browse" to access the Word or PDF document you saved with all of your documents.

• Then, click "Upload" to attach it.

• Click "Continue" to continue the application process.

B - ENTER DATA ON THE FOLLOWING PAGES:

Each page shows this display:

Previous Save Submit Close Application Careers Home NEXT

above and below the required data for the four categories shown above.

Click "Save" to save the data you entered on that page. The message "You have successfully submitted your job application." confirms only that you entered that page of information into the system. You must click "Next" to continue and complete the entire application process.

1.Current and Prior Employment/Work Experience:

• Enter employment information relevant to your position of interest.

• You can use the first day of the month wherever dates are required.

• After you enter your work experience, click "Save," then click "Next."

2.Education/Education History and References:

• Use the dropdown to enter your highest education level. Entering this information is required.

• Then, only college and university information is required. Click the plus sign to the left of the "Postsecondary Education" link to enter that information.

• For country, enter USA or click the hourglass to select another country.

• You can use the first day of the month wherever dates are required.

• Click the plus sign to the left of "References" to enter three professional references.

• After you enter your education information and references, click "Save," then click "Next."

3.How did you find out about us/how did you find out about the job?

• After you enter this information, click "Save," then click "Next."

4.Online Questionnaire/Application Questionnaire: Answer the questions requiring a yes or no response. After you answer them, click "Submit." This leads you to the Submit Online Application page.

C - SUBMIT ONLINE APPLICATION

To apply for your selected job: When you reach the "Submit Online Application" page shown below, you must click "I agree to these terms" and then click the "Submit" button at the end of the screen. After you click "Submit," then you will see this information at the top of your screen:

My Applications

Thank you for your interest in employment at The University of Baltimore. HR will process your application documents for the search committee's consideration.

Note: This screen will also show additional information about the selection process and Office of Human Resources contact information.

Questions/Help

If you have trouble viewing our job postings or applying for the vacancy, contact ubhrcareers@ubalt.edu for assistance.

TO APPLY:

External applicants: Review the vacancy announcement at http://www.ubalt.edu/candidate_gateway/erecruit.html and click the external applicant link to apply.

Internal applicants (students taking classes at UBalt and current employees) with login and password for MyUBalt: use the internal applicant link, log into MyUBalt, then click the "View or Apply for Job Positions" link on the left.

http://www.ubalt.edu/hr

• Never use the browser "Back" and "Forward" arrows to navigate. You will lose the information you have submitted.

• To navigate between pages, use the "Next," "Previous," and "Return to Previous Page" buttons.

• Use the "Save" button to save your information so you can return to it later and complete your application. Using "Save" does not complete the process to apply for a job opening.

The University of Baltimore ("UBalt" or "University") does not discriminate on the basis of sex, gender, race, religion, age, disability, national origin, ethnicity, sexual orientation, gender identity, or other legally protected characteristics in its programs, activities or employment practices. UBalt is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.