Service Desk Coordinator

Located in the fastest-growing region of the state, the University of North Georgia is a multi-campus university with an enrollment of nearly 20,000 students, making it one of the largest institutions in the University System of Georgia. UNG is focused on a mission of educational excellence, leadership development and community engagement opportunities that develop students into leaders for a diverse and global society. Through a variety of educational pathways that provide access and range from certificates and associate degrees to a professional doctoral program, UNG is responsive to regional education and economic development needs. Federally designated as a senior military college, one of the university's signature leadership programs is its 800-member Corps of Cadets on UNG's Dahlonega Campus.

UNG Core Values
https://ung.edu/about/mission-vision-values.php  

USG Core Values Statement 

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 of North Georgia is currently accepting applications for a Service Desk Coordinator on the Gainesville campus. The Service Desk Coordinator works as a lead member of the walk-up IT support team and is responsible for delivering fast, friendly, dependable and customer-oriented services to support users of technology in every aspect of university life at University of North Georgia. The position oversees and assists with customer contact, Tier 1 repairs, Faculty/Staff and Student personal computer repairs, brokers IT services and works closely with IT staff to ensure service level agreements are maintained. The position is also responsible for managing student, part time, and full-time workers, coordinating with Manager/Director for overall resource allocation and planning. A smartphone is required for job duties.

• Provide first-level technical support to all UNG members, and works with faculty, staff and students for basic personal computers repair or recommendation. Train and develop staff of student technicians, and follow up with clients to assess customer satisfaction.
• Assists in managing support escalations to ensure service level agreements are being met. Provides analysis and reporting to IT leadership on the status of service and IT's relationship with customers.
• Assists the Service Desk Manager/Director in the delivery of IT services, interacts with internal groups and customers to identify opportunities for service provisioning and improvement.
• Prepare knowledge base documentation, FAQ's, reports, and assists in maintenance of online service catalog and social media engagement support.
• Pursue professional development in IT as it relates to your position by way of higher education, technical training, and industry recognized certifications.
• Other duties as assigned.

Knowledge, Skills, & Abilities

• Knowledge of ITIL standards for service delivery, service management, and support. 
• Knowledge of incident management and problem management. 
• Knowledge of Windows and Macintosh operating systems and peripheral installation and support. 
• Knowledge of PC networking in a Windows environment. 
• Knowledge of desktop/laptop/mobile systems and remote support.
• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 25 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Sitting for extended periods of time; ability to certify and maintain good standing in golf cart driver course for the purpose of transporting cumbersome objects, such as computers and peripherals; of responding to critical support calls and cross-campus transportation; maintain a smartphone for responding to workorders while in the field; maintain and a state-issued driver's license in good standing. 
• Bilingual is a plus.
• Ability to lift 50 lbs.
• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 25 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. 
• Sitting for extended periods of time; ability to certify and maintain good standing in golf cart driver course for the purpose of transporting cumbersome objects, such as computers and peripherals; of responding to critical support calls and cross-campus transportation; maintain a smartphone for responding to workorders while in the field; maintain and a state-issued driver's license in good standing.
   

• Associate degree required. 
• At least one (1) year of experience working in an IT/Service environment and managing staff.
• Or an equivalent combination of education, certification and experience required.
• Driver's license required.

• Computer Science or Computer Information Systems preferred.
• Dell, or A+, or MCITP certification or equivalent IT-related certification preferred. 
• ITIL or Help Desk certificate desired. 
• Bilingual is a plus.
• Experience in computer life-cycle management, operations management, budget management and project management preferred.

Standard Hiring Range: $22.79 - $25.07

• Resume
• Cover Letter
• Contact information for three professional references.

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University of North Georgia, as determined by University of North Georgia in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

The University of North Georgia, a unit of the University System of Georgia, is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, color, gender, sex or national origin, age, disability, religion, genetics or veteran status. Georgia is an open records state. Also, UNG is a federal contractor and desires priority referrals of protected veterans.

• This position will be required to drive.
• This role is considered a position of trust.

• Position of Trust + Education