Service Desk Specialist II

The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.

The USG Service Desk Specialist II is a non-exempt full-time position within the USG Shared Service Center, that supports 26 higher education institutions across the University System of Georgia, as well as the Board of Regents. This position is responsible for supporting and providing high quality customer service to (1) Institution practitioners utilizing the human capital management systems including payroll, benefits, human resources, information systems and other USG systems/applications; (2) Institution employees and retirees requiring assistance with system, policy and procedural support.  (3) All applicants applying for positions within USG Institutions.  The USG Service Desk Specialist II is located in Sandersville, Georgia and reports to the USG Service Desk Supervisor. 

• Serves as frontline support for all active and former USG employees, institutional practitioners, and applicants
• Supports USG Service Desk Specialists, serving as a go to resource to ensure accurate and timely solutions for complex customer requests 
• Researches, troubleshoots, and analyzes incoming requests/inquiries, ensuring all necessary information is documented in the case management system, striving to resolve at the Tier 1 level, exhausting all resources including, USG Policies and Procedures, Knowledgebase, Institution Specific Guidelines.  If escalation is required, partners with Subject Matter Experts, institutional practitioners, third-party vendors, and/or Service Desk management to reach a resolution in a timely manner
• Assists with training efforts for new USG Service Desk Specialist including in-depth system/application instruction, orientation and education of all USG policies and procedures, and best practices, as well as Service Desk technologies which include but not limited to Case Management System, Phone software, and Call Analytic Dashboards
• Initiates drafting, editing and publication of common knowledge-based solutions to facilitate efficient and prompt resolution to customers
• Cross-trains with other departments in order to understand and resolve complex requests and serve as back-up support as needed or during non-peak times
• Participates on specialized Service Desk projects, including but not limited to, case management system administration, statistical analysis, quality assurance reviews, and knowledgebase article reviews 
• Professionally handles personal, confidential, and sensitive information by abiding by all USG Policies and Procedures, including Customer Verification to ensure the protection of all USG employees, retirees, and applicants.  Also responsible for identifying, reporting and the redaction of any information deemed sensitive within the case management system
• Multi-tasks through various databases/applications in order to troubleshoot the customer's issue or inquiry in a timely manner
• Research and triages incoming issues determining the appropriate method of tracking within the Case Management System (incident, request, problem or iTask)
• Recognizes and promptly escalates issues deemed urgent or critical in adherence to USG Service Level Guidelines
• Identifies trends and/or challenges and provides recommendations to Service Desk Management and other supported areas promoting continuous process improvement
• Responsible for account administration for SSC File Transfer Protocol (FTP) server
• Adheres to an assigned work schedule to ensure adequate Service Desk coverage
• Occasionally leads Team Huddles and/or Working Sessions 

In addition to the above, other duties may be assigned outside of the scope of this description.

• Associate's degree with an accredited institution 
• 1 year experience in a Service Desk environment   
• 2 or more years of Customer Service experience 
• Or any equivalent combination of education, experience and training which provides the necessary knowledge and skills. 

• Knowledgeable of Standard MS Office tools (Outlook, Word, Excel, PowerPoint, Visio, Teams), electronic calendar, Internet browsers, and Windows desktop and its standard suite of tools and programs (base install)
• General knowledge of computer networking principles, diagnostic tools, and client/server technology in a multi-tiered, layered technical/functional environment
• Strong oral and written communication skills with particular emphasis in the correct use of grammar and spelling
• Ability to effectively and patiently communicate complex information in a logical and organized manner
• Strong interpersonal and collaborative skills, who works well both cross-functionally and independently
• Ability to effectively work in a fast-paced environment, prioritize, manage time and follow-through on tasks to ensure satisfactory completion
• Possess strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customers 
• Proficient and extremely comfortable in navigating within various applications including email, case management system, human capital management systems and other Microsoft office applications to effectively provide solutions to customers 
• Ability to effectively manage an increased workload during times of high call volume and/or peak seasons
• Technical skills with efficiency in adapting to new systems, services, and/or applications with ease
• Analytical thinker, who possesses the ability to troubleshoot technical and functional issues, adopt a systematic approach towards identifying and then resolving the problem at hand

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct .

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653 .

The University System Office is an equal employment, equal access, and equal educational opportunity, and affirmative action institution. It is the policy of the University System Office to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).

For questions or more detailed information regarding this policy please contact the University System Office Human Resources at 404.962.3242. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Human Resources.

• Day and overnight travel from headquarters may be required
• Must have a valid GA Driver's License
• Light physical exertion may be required
• Ability to work productively in a virtual environment and cubicle/open space environment utilizing call center and case management technologies, with moderate-to-occasional escalated noise levels