(Remote) Service Desk Technician - Information Technology Services

Information Technology Services at West Virginia University is looking for a Service Desk Technician to join our fully remote Service Desk team.

About the Opportunity

As a Service Desk Technician, you will provide first-level, telephone-based customer support to faculty, staff, and students across the university system. This team addresses technical problems of varying complexity, aiming to resolve issues and fulfill service requests as quickly as possible, or to refer more complex issues to other teams for resolution.

Service Desk team members rely on the training ITS provides, a robust Knowledge Base and Service Management tool, a network of supportive ITS colleagues, and IT staff in other departments to solve problems for people who need technology to succeed in their own work. Friendly and fast-paced, the work environment exposes team members to a diverse range of issues and opportunities while delivering daily on the university’s core value of service to others.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week.
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year or more based on years of service (employee leave)
• 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits.
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ’s.
• Wellness programs

Position information:

Starting wage: $19.00 per hour.

Shift: We are hiring for the following shift:

Wednesday - Friday, 9:00 a.m. – 8:00 p.m. (1-hour lunch break); Saturday 12:00 p.m. – 8:00 p.m. (30 minute lunch break) – all times EST / EDT

What you’ll do:

• Deliver telephone-based or electronic support to WVU community including, students, faculty, administrators, staff located in Morgantown as well as satellite campuses in Charleston, Parkersburg, Keyser, Beckley and each of the 55 WVU Extension offices.
• Provide first-level technical support for numerous software applications including, but not limited to Microsoft Office, email systems, and software specifically designed for WVU such as, MAP, MIX and Star/Banner, eCampus, including WVU wireless networking support.
• Provide Information Technology support to WVU administrators and staff who are experiencing a wide variety of needs ranging from software installation and configuration to complex problem resolution.
• Maintain currency on advancements and changes in supported applications, general computer technology and in the ITIL best practices framework. Seek and embrace opportunities to enhance existing skillsets. May be required to acquire additional specialties when practicable.

• Associate degree in computer science or a related field; or an equivalent combination of education and experience.
• A minimum of two (2) years of experience in one of the following:
• Technical experience in a computer-related customer support field.
• Customer Service
• Must be able to provide advanced support for various hardware platforms, operating systems and software packages. Complex problem-solving skills and excellent research skills are required.
• Excellent customer service is essential. The candidate must be courteous, display a positive attitude and a genuine concern for the end user. Must be able to pay attention to detail, work independently as well as part of a team; be dependable, discreet and trustworthy. Must work closely with other SD staff on maintaining required ITSM skillsets.
• Must be able to articulate clearly and concisely, both verbally and in writing, to a wide variety of multi-cultured users.
• Must have the knowledge and ability in how to use tracking software, preferably the current ITSM tool, to process problem tracking, resolution and responses for a Service Desk environment.

At West Virginia University, we leverage our talents and resources to create a better future for our state and the world. As West Virginia's land-grant university, WVU has three campuses that touch each corner of the state. The WVU System includes 518 buildings on 15,880 acres, Extension Service offices in all 55 counties, ten experimental farms and four forests.
From the groundbreaking R1 research of our flagship campus in Morgantown to the career-oriented programs of WVU Potomac State in Keyser to the technology-intensive programs at WVU Tech in Beckley — the contributions of WVU employees directly impact the 1.8 million people of West Virginia every day, no matter their role or position.

Service, curiosity, respect, accountability, and appreciation are the core values that unite Mountaineers, inspiring one another to work tirelessly and support others as they seek to reach new heights. After all, when you're a Mountaineer, impossible is just another mountain to climb.
Creating an inclusive, engaged, and dynamic learning environment is core to WVU’s academic mission. We welcome candidates who can contribute a range of ideas, approaches and experiences.

West Virginia University is proud to be an Equal Opportunity employer and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.