The University of Connecticut, University Information Technology Services (UITS), is seeking a highly motivated, experienced and energetic individual to fill the position of Computer Technical Support Consultant 1. The selected candidate must be a self-starter with the ability to work independently but also capable and willing to work effectively in a team environment.
Under the general supervision of a designated supervisor, this position provides first level IT support for all of UITS services, including computers, printers, smart devices, software and hardware, accounts, applications, networking, and telecommunications. First level support involves tasks such as processing phone and email requests for IT support and access, resetting passwords, and performing hardware, software, basic desktop, laptop, printer, phone, mobile device, and VPN troubleshooting. As a provider of first level support, the incumbent will perform initial triage of all problems by gathering the required information, resolving any issues at the first level when possible, and escalating to second level support when necessary. To accomplish this responsibility, the incumbent must have the ability to resolve new, unusual, or difficult problems, which require judgement and initiative, and to compile and organize information from relevant data sources.
Additional duties include developing content for surveys, webpages, the knowledge base, and events. The incumbent may also be asked to participate in events, such as open houses and parent orientation, and to perform administrative duties, such as documenting processes, filling copiers and printers, assisting patrons with requests for office supplies, and investigating data files and scheduling.
The University of Connecticut has been named the top public university in New England for over a decade and is ranked among the top public universities in the nation. The University of Connecticut is also a Carnegie Foundation Research University; a prestigious honor shared by only the nation's top higher education institutions.
Appointment Terms: This is a full-time, permanent position. The University offers a competitive salary, outstanding benefits, including employee and dependent tuition waivers at UConn, and a highly desirable work environment. Salary will be commensurate with the successful candidate’s background and experience. For additional information regarding benefits visit: http://hr.uconn.edu/benefits-summaries/. For additional information about the University visit: http://www.uconn.edu/ and for detailed position information and the job description visit: http://uitsjobs.uconn.edu.
Please apply online at www.jobs.uconn.edu, Staff Positions. Interested candidates should submit a letter of application and resume that demonstrate how you meet the minimum qualifications and any preferred qualifications you may have for this position, and a list of contact information, including phone numbers for three professional references.
Screening will begin immediately. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check. (Search # 2018XXX)
The University of Connecticut is committed to building and supporting a multicultural and diverse community of students, faculty and staff. The diversity of students, faculty and staff continues to increase, as does the number of honors students, valedictorians and salutatorians who consistently make UConn their top choice. More than 100 research centers and institutes serve the University’s teaching, research, diversity, and outreach missions, leading to UConn’s ranking as one of the nation’s top research universities. UConn’s faculty and staff are the critical link to fostering and expanding our vibrant, multicultural and diverse University community. As an Affirmative Action/Equal Employment Opportunity employer, UConn encourages applications from women, veterans, people with disabilities and members of traditionally underrepresented populations.
Bachelor’s degree in Computer Science or related field or equivalent combination of education and training and one or more years of experience in computer technical support and troubleshooting, computer consulting or computer operations.
Evidence of the ability of excellent performance in a fast paced dynamic, public facing environment with high customer service expectation and ability to efficiently multitask.
Demonstrated ability to troubleshoot issues using multiple platforms (Phone Base, Chat, Remote Support and On-Site).
Proven ability to analyze and troubleshoot different technologies and issues related to Active Directory, user rights, user administration, security, hardware (ie: desktop, mobile devices), operating systems, software, telecommunications, VPN and other technical related services and support.
Experience with efficiently handling and prioritizing incoming calls and tickets from submission through resolution or escalation utilizing available resources
Experience with creating and editing technical documentation.
Demonstrated excellent customer service skills including written and oral communication.
The ability and willingness to work extended hours and flexible schedules to meet the needs of the department.
IT Call Center experience
Experience in Higher Education
Experience using Call Center ticketing systems (i.e. Footprints, Service Now, Remedy, USD, etc.)
The University of Connecticut has been named the top public university in New England for over a decade and is ranked among the top public universities in the nation. The University of Connecticut is also a Carnegie Foundation Research University, a prestigious honor shared by only the nation's top higher education institutions.