Internals

Service Desk Specialist

  • Hourly Rate: 12.75
  • Summer Commitment: Preferred

Department Overview

The Client Technology Services (CTS) unit of Student Affairs, Information Technologies (SAIT) provides and supports computing equipment and services that enhance the productivity and communication of SA. Currently, CTS supports the client computing environment and provides front line technical customer service for all of our administrative staff.

Position Overview

Under the supervision of the CTS Desktop Lead, the Service Desk Specialist assists in providing direct, technical customer support for SA staff. The Service Desk Specialist is one of the first points of contact for administrative customers, and is responsible for monitoring calls to the IT Service Desk, assisting customers with general questions, and/or routing requests to the appropriate IT team. This position works with the Administrative Computing team to ensure that all customer requests are prioritized correctly and responded to courteously and efficiently. The Service Desk Specialist must have effective communication skills and be able to interact effectively with a diverse group of clients and support staff. The Service Desk Specialist also assists in project work and must have the ability to write procedural documentation, effectively present this information to both customers and IT staff, and to respond to questions from IT staff, front-line supervisors, and unit managers.

Qualifications

Required: Effective communication skills and the ability to interact professionally with a diverse group of clients and staff; ability to work productively in teams; friendly and approachable; dependable; some knowledge of current hardware and software packages in one or more operating systems (Windows, Macintosh); some familiarity with basic computer troubleshooting; proficiency with Internet applications, especially web browsers and e-mail clients; minimum G.P.A. of 2.0.

Preferred: Experience teaching or training others; strong organizational and administrative skills, experience writing technical documentation; working knowledge of computer hardware and software; familiarity with various hardware components and software programs; familiarity with troubleshooting Operating System and/or computer network problems; ability to learn network management; and ability to learn new technology and keep abreast of the latest technological advances; minimum G.P.A. of 2.3.

Terms of Employment

  1. The period of employment for this position commences upon hiring and continues through the 2012-2013 academic year.
  2. The CTS Service Desk Specialist is paid a wage of $12.75 per hour. The position's classification title is Student Assistant II. The Service Desk Specialist must be a currently enrolled UC Berkeley student with a minimum GPA of 2.0 (2.3 or higher preferred). Students with less than a 2.3 GPA may be asked to limit their work hours.
  3. The Service Desk Specialist is required to be available for specific shifts between the business hours of 8am-5pm, M-F; Specifically, 8am work shifts and noon coverage of approximately 11am-1pm or longer.
  4. The incoming Service Desk Specialist will participate in training that will take place during the Spring 2012 semester, including a mandatory orientation session on April 6, 2012. There is also required training the week before the Fall 2012 semester.
  5. The Service Desk Specialist is encouraged to work a minimum of 12-15 hours per week during regular business hours on at least 3 business days a week during the summer of 2012.
  6. The Service Desk Specialist is required to work between 12-15 hours per week during the academic year. A work schedule will be determined in consultation with the CTS Desktop Lead.
  7. It is a requirement that anyone in this position work in a safe and responsible manner while not putting him/herself or others at risk. This includes complying with applicable policies and regulations, using personal safety gear, observing warning signs, learning about potential hazards, and reporting unsafe conditions.
  8. A DMV check for valid driver's license and driving record is required. Position meets the following criteria:
    • Regular operation of University vehicles as part of assigned job duties. Specific job functions include: technical support and troubleshooting - respond to, resolve, and document Service Desk service requests. This may require visiting workstations at various SA sites.
  9. Employment with the Information Technologies unit is subject to the applicant's ability to provide appropriate documentation and sign necessary papers for employment in conformance with state laws and University regulations.
  10. Continued employment is contingent upon satisfactory job performance evaluation by the CTS Desktop Lead.

Job Duties

Under the direction of the CTS Manager, the Lead Desktop Consultant will:

(70%) Service Desk Coverage

  • Monitor all incoming phone calls to the Information Technologies Service Desk. Answer general customer questions and create web-based job tags for customer requests for service, training, and/or long term projects.
  • Assist drop-in customers by either answering the customers’ questions directly or by creating a job tag for the customers’ request.
  • Provide courteous and prompt customer service in response to customer requests.
  • Assist other IT staff by identifying which job tags should be given top priority based on the business function or the urgency of the request. Contact appropriate IT staff member or group to alert them of the service request.
  • Monitor the individual Service Desk screens for all IT units to ensure the response time goals are met. Contact the manager or supervisor of the unit in question to inform him/her of the outstanding service request.
  • Technical support and troubleshooting: respond to, resolve, and document Service Desk service requests, including visiting workstations at various SA sites.
  • Maintain customer satisfaction in regards to the IT Service Desk operations.
  • Diagnose, route, and escalate problems as necessary.
  • Perform work according to documented procedures, and advise CTS Desktop Lead if problems arise.
  • Following directions in the Service Desk FAQ, provide Tier 1 support to clients.

(20%) Technical Troubleshooting

  • Provide tier 1 support of SA software and hardware which may include remote assistance and email configuration.
  • Research and implement solutions to technical problems.
  • Respond to service requests using a consolidated ticketing system

(10%) Projects

  • Assist with various technical project work as assigned by the CTS Desktop Lead both verbally and in writing. These projects will either be directly related to CTS operations or will be in support of IT through Client Technology Services.
  • Gather and analyze data and prepare reports for CTS management.
  • Check email regularly and participate in Service Desk-related discussions.

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