User Services Technician I - 523794

Pay Grade/Pay Range: Minimum: $19.33 - Midpoint: $24.18 (Hourly N5)

Department/Organization: 200721 - Enterprise Technology

Normal Work Schedule: Monday - Friday 8:00am to 4:45pm

Job Summary: The User Services Technician I assists User Services team duties which include assisting customers with resolving account maintenance issues (reset password, etc.), connecting to campus wireless networks, accessing campus-based administrative systems, installing licensed software, and performing basic computer maintenance under close supervision. Provide courteous, responsive service via telephone, in person, and/or in writing using Jira ticketing system. Creates new tickets and monitors assigned agent queue for incoming service requests which includes gathering and recording required customer information and details of the issue to be resolved or escalated/reported/assigned to another IT area for resolution.

Additional Department Summary: Provides technical support and customer service for the OIT User Services group, which is the single point of contact for all faculty, staff, and students in need of telecommunications or IT related assistance.

Required Minimum Qualifications: High school diploma or GED.

Background Investigation Statement: Prior to hiring, the final candidate(s) must successfully pass a pre-employment background investigation and information obtained from social media and other internet sources. A prior conviction reported as a result of the background investigation DOES NOT automatically disqualify a candidate from consideration for this position. A candidate with a prior conviction or negative behavioral red flags will receive an individualized review of the prior conviction or negative behavioral red flags before a hiring decision is made.

Equal Employment Opportunity: The University of Alabama is an Equal Employment/Equal Educational Opportunity Institution. All qualified applicants will receive consideration for employment or volunteer status without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, pregnancy, age, genetic or family medical history information, disability, protected veteran status, or any other legally protected basis, and will not be discriminated against because of their protected status. Applicants and employees of this institution are protected under Federal law from discrimination on several bases. Follow the link below to find out more. "EEO is the Law" Poster