Service Desk Technician

Job Title

Working as part of a larger support team, this position is a first point of contact for the troubleshooting and customer support intake at the PLNU Solution Center, a unified support desk for ITS and Campus Facilities. The Service Desk Technician addresses technology-related support requests, processes facilities requests for the University, and provides guidance and training to Solution Center student employees throughout their shifts. Salary pay ranges: Level 1 - $24.90 Level 2 - $26.89 Level 3 - $29.88 Internal Classification: Career Track - Support; Job Level - 2

Job Description

Responsibilities

• Provide primary support at the Solution Center on a rotational schedule
• Provide IT support for regular tasks such as account access requests and tier 1 software troubleshooting
• Understand and ensure the application of established University, ITS, and Campus Facilities policies and procedures
• Be a resource of information and guidance for Solution Center student employees
• Assist in the training of student employees
• Responsible for the creation and upkeep of knowledge base content
• Identify, recommend, and implement process improvement steps and automation within the Solution Center
• Present a positive disposition and maintain constructive interpersonal relationships with customers
• Establish and maintain an environment conducive to team building, cross-team communications, and professionalism
• Maintain high standards of customer service for phone, ticket, and walk-in requests
• Display courtesy and sensitivity while handling difficult or emotional situations with customers
• Consistently meet operational level agreements to ensure successful escalation of calls
• Work as a part of a larger team of support personnel
• Additional duties as assigned

Qualifications

• One year of information technology experience required
• Experience in customer service and/or technical service desk environment required
• Ability to present ideas in user-friendly, business-friendly, and technical language
• Applicant must display a willingness to make decisions, as well as exhibit sound judgment
• Knowledge of and ability to troubleshoot various hardware and software
• Excellent ability to analyze and solve problems
• Experience supporting Microsoft Windows and macOS
• Experience supporting Microsoft Office and Google apps
• Evidence of Christian commitment and active church involvement. In addition, staff agree to live in agreement with PLNU's Community Life Covenant
• The job offer is contingent on a clear background check

Physical Requirements

• The work is primarily sedentary and may require sitting for extended periods of time
• Use of computer equipment: computer keyboard, mouse, and monitor
• Effective verbal communications skill that allows effective communication with others in person, in writing, and by phone
• Standing, stooping, pushing, pulling, and lifting up to 15 lbs throughout the day

At PLNU, we believe in pursuing calling together. Deep and meaningful relationships between students, faculty, and staff are vital in nurturing our shared community and expressing God's love. We are looking for enthusiastic candidates to join us in empowering our students to reach their greatest personal, spiritual, and professional potential.

Point Loma Nazarene University does not discriminate on the basis of race, color, national origin, sex, age, disability or status as a veteran in any of its policies, practices or procedures.