IT CLIENT SUPPORT TECHNICIAN I-ENT (5)

University of Alabama at Birmingham, United States

Updated: 3 months ago
Location: Birmingham, ALABAMA

IT CLIENT SUPPORT TECHNICIAN I-ENT (5) - (T213537)

Description

 
FOR USE BY UAB IT ONLY: The University of Alabama at Birmingham (UAB) seeks a IT CLIENT SUPPORT TECHNICIAN I-ENT to provide accurate and timely IT Client support and services to supported UAB administrators, faculty, staff, and students to include incident resolution and request fulfilment of a moderate to complex nature. To receive, prioritize, document, and actively resolve IT Client service requests and to escalate incidents when considered appropriate and necessary to maintain service-level agreement (SLA) expectations. To restore service and/or identify and correct core problems by interacting with network services, software systems engineering and/or applications development. To simulate or recreate user problems to resolve operating difficulties and to recommend systems modifications to reduce user problems. To perform restorative and maintenance actions for hardware, software, network, and operating system issues on supported desktop, laptop, peripheral and other equipment to ensure customer productivity. To deliver service using remote tools or at the customer's location, to resolve issues using basic troubleshooting and technical skills, and to perform defined processes and adhere to standard operating procedures. To maintain accurate information and data regarding incident and request response within the IT service management (ITSM) tool. Some weekend work may be required as determined by management team. This position is a part of our IT Help Desk and spends majority of their time supporting customers through taking calls and responding to tickets through our ticketing system. This position may also provide Tier 1 support of classrooms and audiovisual equipment as needed. Weekend coverage may be required. 
Responsibilities: 
1. Responds to service requests for supported IT clients and systems. Provides service remotely when possible and otherwise provides onsite delivery of the service. Escalates requests to the next level as required, while maintaining ownership of the request through resolution. 
2. Responds to incidents for supported IT Clients and systems. Researches and attempts remote resolution and performs onsite troubleshooting and repair if remote resolution is not possible. Escalates incidents to the next level as required, while maintaining ownership of the incident through resolution. 
3. May support classroom and other audiovisual needs either through remote or in-person resolution. May complete classroom inspections or assist in high priority needs that impact classroom time. 
4. Maintains accurate information and data regarding incident and request response in the ITSM tool. 
5. Performs other duties as assigned. 
(Hourly Rate:  $17.95  -  $23.35)
 

Qualifications

 

Associate's degree in a related field required. Work experience may substitute for education requirement. 

Strongly Preferred Skills and Abilities:

  • Troubleshooting skills
  • Problem solving/resolution skills
  • Ability to quickly learn and support new systems or processes in a dynamic, fast-paced environment
  • Customer service skills
  • Written and verbal communication skills 

The following knowledge, skills, or experience are a plus: Experience in a help-desk environment; a fast-paced environment focused on remote resolution is a plus. Technical troubleshooting skills; skills with hardware, software and network troubleshooting are a plus. Knowledge of or exposure to common endpoint management tools such as SCCM/JAMF for endpoint management and ad hoc software deployment Knowledge of or exposure to network printer mapping, both manual and via AD group management tools such as ADUC. Basic knowledge of audiovisual (AV) equipment and usage. 

 
Primary Location
: University
Job Category
: Information Technology
Organization
: 191202010 AskIT Help Desk
Employee Status
: Regular
Shift: Day/1st Shift
Work Arrangement (final schedule to be determined by the department/hiring manager): Onsite

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