What are the responsibilities and job description for the Help Desk Specialist (Remote) position at DePaul Talent Acquisition?
Provides first point of contact for assistance with all DePaul supported applications, operating systems, hardware and voice/data network services. Diagnoses customer issues to determine appropriate solution or escalation path. Use Customer Service Relationship platform to input, update and manage service request incidents according to published Service Level Agreements. Performs responsibilities in a highly professional and courteous manner.
What You'll Do:
- Under general direction, acts as single point-of-contact for customer assistance requests for all De-Paul-supported applications, operating systems, hardware, and voice/data network services received through the phone support queue, via direct email, or from the on line service portal. Utilizing over-the-phone and remote-control tools, independently diagnoses customer issues to determine appropriate solution or escalation path. Resolves the majority of all issues on first contact. Provides support for all issues of basic to medium level complexity. Recommends system or application modifications to reduce customer problems or improve performance. Communicates technical issues in a language understood by the customer to ensure accurate and timely resolution.
- Interacts with other Information Services areas to identify and resolve issues when escalation is needed and assigns an appropriate Service Level Agreement (SLA). Through peer mentoring, assists with the training of new TSC staff, and assists the rest of the TSC staff to handle customer issues when needed.
- Documents customer issues in the ticketing system in a clear and detailed manner following established procedures. Creates and maintains documentation on the operation of DePaul applications, operating systems, hardware, and voice/data network services.
- Supports assigned projects to improve department operations.
A bachelor's degree (preferably in Computer Science) or equivalent work experience is required.
Intermediate knowledge of PC hardware and software, and 2 or more years of experience with end-user support is preferred.
Excellent analytical and problem solving skills required. Ability to troubleshoot effectively is required; including nonstandard applications that may be in use.
Excellent written and verbal communication skills. Ability to listen and ask probing questions of the user to diagnose the problem correctly is necessary. Able to speak in a calm, unemotional, clear manner and articulate clear instructions to the end-user is required.
Maintains a high level of technical and customer service skills.
Working knowledge of the university's structure and departments is necessary within 6 months of employment.
Working knowledge of wired and wireless network connectivity and core enterprise-wide application functionality.
Certified Help Desk Analyst certification from HDI or completion within 6 months of hire.
Ability to function independently in a remote work environment.
Ability to utilize modern team communication tools (Teams, Zoom, Skype, etc.) to coordinate and collaborate with remote team members.
Advanced knowledge of all DePaul University supported Mac and Window based software applications, including Microsoft Office suite, Internet Browsers, and core enterprise applications.
This position can work remotely but will need to be on campus as duties require. Remote work environment requires stable, high-speed broadband Internet connection. May need to work on weekends/evenings, to cover planned schedule changes, cover unplanned gaps in the weekend schedule or if Help Desk ticket volume is inordinately high.
Perks:
- Working for a stable and well-known University that values diversity and inclusion.
- Top choice medical, dental, and vision benefits.
- Retirement plan matching contribution of 10%.
- Tuition waivers for employees and dependents.
- Generous paid time off, sick time, holidays, floating holidays, and more!
- Full-Time Benefits
- Part-Time Benefits
Diversity and Inclusion Statement:
Guided by an ethic of Vincentian personalism and professionalism, DePaul compassionately upholds the dignity of all members of its diverse, multi-faith, and inclusive community. We seek to hire collaborative, open-minded, and dedicated professionals who are committed to advancing our university mission to making education accessible to all, with special attention to including underserved and underrepresented communities. Successful candidates thrive in an environment where ideas and perspectives representing a wide variety of cultures, backgrounds and experiences are welcome and supported.
Required COVID-19 Vaccination:
Mandated Reporting of Child Abuse & Neglect:
Illinois Abused and Neglected Child Reporting Act
Title IX Contact Information
Federal Title IX policy requires that all colleges and universities make known the contact information for the person responsible for coordinating its efforts to comply with Title IX responsibilities. The Title IX Office is on the Lincoln Park campus on the 3rd floor of the Student Center, 2250 N. Sheffield Avenue. The Title IX Office can be reached at 312-362-8970 or titleixcoordinator@depaul.edu.
DePaul University is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, age, marital status, physical or mental disability, protected veteran status, genetic information or any other legally protected status, in accordance with applicable federal, state and local EEO laws.
