IT Phone Support Technician

Apply now Job no: 495592
Work type: Staff Part-Time
Location: Denver, CO
Categories: Information Technology

Information Technology (IT) supports the vision, values, mission, and goals of the University through providing IT infrastructure, systems, administrative applications, academic resources and related services to faculty, students and staff. Embracing DU’s Impact 2025, the division partners with administrative and academic units to align strategic goals and operational plans, providing unified service in the spirit of “One DU”.

Department Summary

The Information Technology Help Center, located within the Anderson Academic Commons, provides customer focused IT support campus-wide, at the University of Denver, which includes: phone, email, online, and drop-in services for all faculty, staff, and students.

Position Summary

Reporting to the Manager of the Help Center, this position is responsible for answering technical questions through phone and email; troubleshooting and configuring on-campus network connectivity and off-campus access to campus resources; helping students, faculty, and staff with Microsoft Office applications, DU system and application support (email, passwords, etc.), and basic software and hardware troubleshooting. This includes over the phone, email and remote support during business, evening hours and/or weekends. Additionally, this position will communicate ongoing problems with co-workers and management and escalate hardware/software issues when needed.

This is a non-benefited position not to exceed 1,000 hours in a calendar year.

Essential Functions

  • Promptly answers Help Center phone calls, web tickets, and emails.
  • Monitors and escalates ServiceNow web tickets for system issues and outages
  • Provides assistance and troubleshooting for DU systems, applications and software for the University community
  • Assist with Drop-in (in-person) traffic as needed as well as any lab issues that may arise.

At the higher end of this position, the employee will become proficient in more advanced tasks and assume additional responsibilities such as:

  • Deploying applications via Active Directory
  • Troubleshooting and answering questions via webchat
  • Auditing KB articles for accuracy
  • Mentoring new staff and being a resource for questions
  • Eligible for working evening shifts and covering weekend shifts
  • Assisting Help Center Leadership with projects

Knowledge, Skills, and Abilities

  • Good organizational skills, punctuality, and dependability.
  • Strong verbal and interpersonal communication skills. Must be able to communicate with diplomacy, tact, and judgment, both in person and on the telephone.
  • Ability to gather, organize, and analyze information for the purpose of identifying needs and possible solutions during the troubleshooting process.
  • Ability to prioritize work requests, manage projects, and be able to perform tasks without being distracted.
  • Ability to adapt to changes quickly, perform well under pressure, and be able to change behavior in relation to other’s actions.
  • Demonstrate and constantly update your understanding of Help Center policies and procedures.
  • Be familiar with operational and technical resource phone numbers and effectively control traffic flow and escalations.

Required Qualifications

  • High school diploma or GED 
  • Good communication, teamwork, and telephone skills.
  • Articulate and comfortable with customer duties and skills.
  • Previous call center or customer service experience

Preferred Qualifications

  • Associate's degree or equivalent work experience
  • Experience working in a fast paced, customer-focused environment
  • Previous experience in a college or university setting
  • Intermediate to advanced experience with Apple and Microsoft Windows operating systems.
  • Intermediate knowledge of Microsoft Office, computer network configurations, and Active Directory.

Work Schedule

  • Weekdays and/or weekends
  • Hours may vary depending on the Academic term
  • Minimum of 15 hours/week

Work Environment

  • The work environment is a university with cyclical periods of increased workloads with the possibility of moderate to high stress levels.
  • The department is highly automated with attention paid to ergonomics and safety.
  • The unit is one of several working collaboratively and cooperatively in a team-based organization.
  • The position requires working irregular hours including both weekends and evenings.
  • The work environment consists of surroundings with moderate noise levels and frequent contact with electrical devices.

Physical Activities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions which include:

  • Ability to sit in front of a computer for an extended period of time.
  • Stand, walk, sit, use hands to handle tools; talk or hear.

Application Deadline

For best consideration, please submit your application materials by October 30, 2022 This position will remain open until filled. 

Special Instructions 

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Hourly Rate

The hourly rate for this position is $17.00/hr. 

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits
The University of Denver offers some benefits for non-benefited employees. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:
1. Resume
2. Cover letter

The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, age (40 years and over in the employment context), religion, disability, sexual orientation, gender identity, gender expression, genetic information, marital status, veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the university's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; Title III of the Americans with Disabilities Act of 1990, as amended in 2008; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For the university's complete Non-Discrimination Statement, please see http://www.du.edu/equalopportunity/non-discrimination-statement.

All offers of employment are based upon satisfactory completion of a criminal history background check.

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