Service Desk Support

Position Information

NBAPOSN Title

Working Title
Service Desk Support

Brief Position Overview
The duties and responsibilities for this position focus on being the first point of contact for students, staff, and faculty seeking technical assistance over the phone, in person, via email, or through the service desk system. This position provides an outstanding opportunity to work with a wide variety of technology and business processes to support all campus areas including academic, administrative, and support service areas. The service desk assists with computer and peripheral device setup, configuration, and troubleshooting, application installation, support, basic network troubleshooting, and accurately documenting processes and procedures while identifying and suggesting possible systems improvements. This position will need to coordinate technical issues with other IT staff members and/or other campus community members ensuring a quick response and resolution to the issue. The successful service desk support person will engage campus users to support, educate, and build community.

Position Number

Department
Information Technology

Division
Information Technology

Appointment Type
Classified

Contract Term

Semester

If other, specify From date

If other, specify End date

FLSA

Union Affiliation
Exempt from Collective Bargaining

FTE
1.0

Benefits Eligible
Yes

Compensation
Hourly

Salary
Salary of $ 23.00 hourly, commensurate with experience, education, and qualifications

Contract Type
Classified Hourly

If other, please specify

Recruitment Type
Open

Position Details

General Statement
Montana State University Billings is a preferred employer in the region-WE WANT YOU!The following are reasons why you should join our team:

Work-life balance
Holidays-10 paid holidays per year and 1 Floating Holiday
Vacation- 15 days per year (New Employees to 10 years; after 10 years the accrual rate increases)
Sick Leave

• Earned at an accrual rate of .0416125 for each hour in pay status.
  Employee and Dependent Tuition Waiver
  Opportunities to engage in professional development opportunities
  Committed to employee wellness and access to a robust Employee Assistance Program
  Medical Benefits that are robust and affordable
  Visit MUS Benefits to learn more about our benefit package including
  Medical, Vision, and Dental
  Life Insurance and Long Term Disability are incorporated into our benefits
  Learn more about our retirement benefits at MUS Retirement

Opportunities for career growth and a variety of career paths
Campus vibrancy- coffee shops, FREE attendance to MSUB concerts, athletic events, and lectures, access to recreation center, library, etc.
Beautiful campus environment that features our MSUB Mile walking path

Duties and Responsibilities

DUTIES and RESPONSIBILITIES: IT Service Desk Technical Support

Provide in-person or remote support assisting students, staff, and faculty with setup, configuration, or troubleshooting of computer and peripheral equipment and software applications in a timely manner.
Knowledge of Windows, Apple and Mobile device operating systems, computer imaging, Active Directory, computer maintenance and troubleshooting, computer and peripheral hardware, and basic network troubleshooting.
Knowledge of using a ticketing system to track and record incidents and service requests.
Hands on experience with standard campus applications such as Microsoft Office, Office 365, Box, DocuSign, Webex, Adobe, etc.
Ability to research issues using available information resources.
Ability to provide end user training when necessary.
Ability to support various classroom and computer lab technology including basic knowledge of AV equipment.
Ability to work with and train IT student workers to perform basic IT tasks.
Open to perform additional technical responsibilities as requested or assigned.

IT Service Desk Communication
Customer service focused. Calmly and effectively communicate with students, staff, and faculty across multiple campuses through various medium: in-person, phone, email, instant messaging, and the service desk system.
Properly escalate unresolved issues to the appropriate level of support.
Ability to relay technical information to nontechnical users.

Information Technology Operations

Ability to work in and with teams that may include other IT staff members as well as a variety of technical individuals from other MUS campuses, technology vendors, and university employees.
Provides technical escalation support for IT team members, as necessary.
Continually work on the ongoing development and enhancement of system performance and monitoring methodologies, procedures, and processes.
Actively seeks opportunities for system improvements, new technology trends, enhanced capabilities, and products for the advancement of the Information Technology operations.
Responsible for the inventory process of locating and documenting university equipment and the disposal process.
Ability to clearly communicate, document, and share processes, standards, and procedures to increase the efficiency, effectiveness, and security of the technology infrastructure.
QUALITIES:
Customer service focused

• Being empathetic putting yourself in the customers' shoes and trying to understand the emotions they're experiencing while serving their needs.
  Communication: Ability to calmly and effectively communicate with students, staff, and faculty through various means.
  Problem Solving

• Ability to troubleshoot and solve problems while being willing to ask questions.

PHYSICAL DEMANDS:
Working conditions can be demanding at times, requiring the ability to distribute efforts over several concurrent problems along with frequent operating demands.
The ability to lift and move objects weighing up to 50 pounds.
Awareness of possible electrical or mechanical hazards when working with technology equipment.
The availability of setup or maintenance windows may not be obtainable during regular working hours; therefore, the employee may be asked to work during non-working hours in order to install, maintain, or correct problems with the technology infrastructure.

Required Qualifications

• Experience, Education, Knowledge & Skills
  Education Required:
  Associate's degree in a technology or business-related field (such as Computer Science/Engineering or Information Technology) or an equivalent combination of relevant education and service desk experience.

Experience Required:
Experience in customer service assisting constituents with incidents and requests.
Knowledge of Windows and Apple operating systems, computer imaging, Active Directory, computer maintenance and troubleshooting, computer and peripheral hardware, and basic network troubleshooting.
Experience with applications such as Microsoft Office, Office 365, Box, DocuSign, Webex, Adobe, etc.

Preferred Qualifications

• Experience, Education, Knowledge & Skills

Experience Preferred:Experience of using a ticketing system to track and record incidents and service requests.

The Successful Candidate Will

Special Requirements

Physical Demands

This position has supervisory duties?
No

Posting Detail Information

Announcement Number
S00935P

Number of Vacancies
1

Desired Start Date
08/12/2024

Position End Date (if temporary)

Open Date
06/21/2024

Close Date
07/05/2024

Open until filled
Yes

Special Instructions Summary
Applicants will be reviewed and interviewed on an ongoing basis after the screening date. The screening date begins 10 calendar days after a position is posted on the employment website.

Quick Link for Internal Postings
https://employment.msubillings.edu/postings/7070

Diversity Statement
Montana State University Billings is committed to providing a working and learning environment free from discrimination. As such, the University does not discriminate in the admission, access to or conduct of its educational programs and activities nor in its employment policies and practices on the basis of race, color, religion, national origin, ethnicity, creed, service in the uniformed services (as defined in state and federal law), veteran status, gender, age, political beliefs, marital or family status, pregnancy, physical or mental disability, genetic information, gender identity, gender expression, or sexual orientation or preference. In support of the University's mission to be inclusive and diverse, applications from qualified minorities, women, veterans and persons with disabilities are highly encouraged.Montana State University Billings makes accommodation for any known disability that may interfere with an applicant's ability to compete in the hiring process or an employee's ability to perform the duties of the job. In compliance with the Montana Veteran's Employment Preference Act, MSU Billings provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran's preference or request accommodation, contact the Human Resources Office, Montana State University Billings, 1500 University Drive, Billings, MT 59101-0298, 406-657-2278, employment@msubillings.edu.MSU Billings Non-Discrimination Policy and Discrimination Grievance Procedures can be located on the MSU Billings Website: http://www.msubillings.edu/humres/eeos.htm