Service Desk Technician

Posting Summary

Must be willing to work a flexible schedule to meet the needs of the department.

About USC

From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor's degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service - helping to build healthier, more educated communities in South Carolina and beyond.

At the University of South Carolina, we strive to cultivate an inclusive environment that is open, welcoming, and supportive of individuals of all backgrounds. We recognize diversity in our workforce is essential to providing academic excellence and critical to our sustainability. The University is committed to eliminating barriers created by institutional discrimination through accountability and continuous process improvement. We celebrate the diverse voices, perspectives, and experiences of our employees.

Benefits for FTE Positions

Position Description

The nature of the IT Customer/Product Support Technician position is heavily reliant on a variety of technologies where an individual with strong technical skills, problem solving expertise, and forward-thinking talent will thrive. We need team members that have strong customer service skills, analytical and organizational skills, and problem-solving expertise.
What will d ay-to-day will look like!

Bachelor's degree in Information Technology Systems, or related field, and 3 years of experience; or any equivalent combination of education, training, and experience.

Apple Certified Technician certificates. ITIL foundations certificates. Previous customer service experience providing technical support is strongly desired.

Comprehensive understanding of and experience of common operating systems, software, and troubleshooting methods. Strong written and verbal communication skills.
Ability to deal courteously and effectively with the public and work as an effective team member. Able to accurately analyze a work request, work within established guidelines, and maintain accurate documentation. Comprehensive understanding of computer systems, office automation systems, data communication systems, and information processing in a data processing environment.

Job Duties

Serve as the single point of initial contact to provide support to users over the telephone, web, chat, and in-person support channels through both inbound and outbound contact. Diagnose customer problems, troubleshoot, and resolve basic to complex issues and serve as an escalation point for the team. Assist in determining the needs of users, route user requests to the appropriate area of USC IT for additional assistance as required, and maintain documentation as required. Serves as a process leader/backup for ITIL functions within the Service Desk and supports the Gamecock iHUB as assigned.

Adhere to the department's customer service standards, provide effective communication and teamwork, and follow the department's internal procedures. Follow up on tickets, escalate appropriately when problems require specialized or higher-level technical support, and monitor for tickets which require priority status; maintain effective communications with both technical staff and customers as required to ensure expedient resolution, and customer satisfaction.

Collaborates with management and system administrators on the USC IT work management system to ensure that tickets are created, assigned, accepted, updated, and closed in a timely manner. Provides continual service improvement recommendations and enhancement suggestions to leadership. Maintain accurate and consistent data within the work management system. Develop, create, and maintain documentation to support departmental goals and practices, including usage of the work management tool and the best practices of service management. Utilize standard office applications to create and maintain documentation and provide feedback for knowledge articles.

Seek direction and guidance from higher-level staff and management, only when needed, to maintain a current, working knowledge of the organizational structure and operational service responsibilities and functions of all areas within USC IT to enable effectiveness as a single point of contact for IT related needs. Interact with all areas of UofSC IT to obtain the current status of services to provide accurate and reliable information to users and to management. Make recommendations for improving the customer experiences, fulfilling the needs of the users, and provide feedback concerning the services provided by the Service Desk. Provide team members and management feedback from end users concerning Service Desk support as appropriate.

Cross-trains with higher-level team members to share the skills and competencies needed to maintain current technical, operational, and procedural documentation. Contribute, update, and maintain knowledge articles for internal and external use. Actively participate in the Teams site for departmental knowledge sharing throughout the course of each work day. May provide leadership, coaching, and/or mentoring to the Service Desk team. Develops materials for Service Desk onboarding, end user adoption and training, and knowledge articles. Creates training materials for use by other Service Desk Technicians to be used in customer interactions.

Other duties as required. Maintain current technical and operational knowledge by attending and participating in on-going professional development. Research, identify, and make recommendations to peers and management for service improvement opportunities, operational efficiencies, and solutions to problems.

Position Attributes

Posting Detail Information

Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email.

We are only accepting applications submitted by November 30, 2023.

The University of South Carolina offers a valuable benefits package including but not limited to:

Click here to learn more about why you should work at USC.

The University of South Carolina does not discriminate in educational or employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender (including transgender), gender identity or expression, genetic information, HIV/AIDs status, military status, national origin, pregnancy (false pregnancy, termination of pregnancy, childbirth, recovery therefrom or related medical conditions, breastfeeding), race, religion (including religious dress and grooming practices), sex, sexual orientation, veteran status, or any other bases under federal, state, local law, or regulations.