Senior Service Desk Specialist - Internal Only

This position is open to internal candidates only. External candidates will not be reviewed or considered.

Salary/Position Classification

• $57,000 annual, Exempt
• 40 hours per week
• This position will work onsite the Grand Forks, ND campus.

Purpose of Position

The Senior Service Desk Technician is part of the tech-support team. They administrate the ITSM environment and ensure ITIL practices are implemented correctly. They also ensure that all computers, software and peripherals are functioning properly. They are our first line of support and address break/fix issues as well as how to questions. As part of the One UND Strategic Plan, this position will support the retention efforts by providing exceptional service to students, faculty and staff.

Duties & Responsibilities

• Administration, Maintenance and Development of UIT TeamDynamix Resources (Work Management/iPaasS/CAI):
  • Provide day-to-day TDX administration including, but not limited to: adding/removing users, adding/updating forms, creating/change response templates, controlling application/security permissions, and editing/removing service types, time types, and other duties as assigned. 
  • Develop and maintain documentation of the TDX systems and related processes as well as changes, updates, or issues. 
  • Develop workflows to automate complex processes and improve cycle time and eliminate errors by automating process steps (via automation/automated ticketing), reducing queue wait time and leveraging parallel activities wherever possible. 
  • Ensure users have access to TDX resources and other appropriate systems, applications, and tools regarding Service Management. 
  • Assist campus business units with transitions to Enterprise Service Management, ITSM, or other efficient work management practices by helping to develop their Service Catalog(s) and integrate their workflows using TDX. 
  • Gather metrics and perform data analysis to prepare and produce regular reporting to ensure services being provided meet expectations 
  • Keep current on emerging technologies and trends to identify ways to implement them where it is practical. 
  • Develop help/training documents, training modules, and videos for UIT staff, TDX users, and others. 
  • Assist in the development and enhancement of TDX resources including but not limited to: Work Management, Asset Management, iPaaS and Conversational AI. 
  • Maintain a Continuous Improvement Register to track and prioritize system updates/changes 
  • Maintain relationships with other IT support areas on campus, e.g., Engineering, NDUS, Aerospace, and School of Medicine, as well as other business units, to share knowledge and ensure service excellence
• Assist Faculty, Staff, and Students (users) in regard to the use of technology. 
  • Provide wide range of technical support for students, faculty, and staff, possibly including evenings and some weekends, via phone, email, chat, in-person and remotely.
  • Research issues and see problems through to resolution, while keeping customers, others team members, and leads informed.
  • Document all issues, track status and time of tickets, and ensure timely resolution. 
  • Consult with users on questions regarding hardware, software, and peripherals; provide choices, solutions, and recommendations as needed. 
  • Provide training on new hardware and software. 
  • Recommend system or software changes as appropriate to assist users in their work. 
  • Represent UND in a professional manner at all times by providing excellent communication and customer service 
  • Maintain current knowledge with Windows operating systems, Active Directory, Azure, and Intune to support users. 
  • Develop a working knowledge of UIT procedures, policies, and guidelines. 
  • Utilize UIT monitoring systems for early detection of technical issues. 
  • Troubleshoot desktop operating systems and software per UIT procedures, policies, and guidelines. 
  • Provide feedback and assistance in the configuration and operational status of computer hardware and software. 
  • Collaborate with other CES team members to provide and maintain state-of-art computing facilities. 
  • Research problems and work with the team to resolve them. 
• Supervise Makerspace Operations 
  • Oversee Makerspace operations and that hardware devices are in working order and consumables are properly stocked. 
  • Keep current on emerging makerspace technologies and trends to identify ways to implement them where it is practical. 
  • Ensure proper process are followed and mentor student employes for the makerspace area. 
  • Supervise work of the student employees for the service center team and provide training and coaching as applicable. 
  • Approve time off requests, and time punches for the makerspace student employees. 
• End Point Security 
  • Identify and report compromised end-points to supervisor/security team 
  • Identify and implement solutions for compromised end points. 
  • Assist with providing security to all end points. 
  • Ensure all endpoints have up to date anti-virus software. 
  • Assist with alternate security solutions as needed. 
  • Ensure all endpoints meet UND encryption standards
• Communications, Documentation, and other Duties as Assigned 
  • Develop documentation of system changes and problems. 
  • Track time for all projects, complete tickets, and administration. 
  • Participate in support meetings and assist with development of policies and standard procedures. 
  • Provide regular updates to supervisor and team members on status of various projects/issues. 
  • Other duties as assigned.

Required Competencies

• Excellent interpersonal skills
• Demonstrated excellence in customer service.
• Ability to communicate with non-technical and technical users.
• Ability to prioritize, multi-task, and meet deadlines.
• Demonstrated ability in problem solving, sound decision-making, and critical thinking skills.
• Demonstrated ability to work independently and be a team player.

Minimum Requirements

• High School Diploma or GED equivalent
• Bachelor’s degree OR two years of college plus three years of related experience including student employment or internship/s. Major field of study or degree emphasis: Information Systems, Computer Science, or a related field OR four years related experience.
• 2 years experience providing general information technology support including student employment and internship/s
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• 1 year setup, configuration, troubleshooting of PC hardware and software
• 1 year call center customer service experience including student employment and internships
• Microsoft Office 365 experience
• Experience working in a structured, process-driven environment