Service Desk Technician

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Classification:Information Systems Technician - Networks 6
Grade:Grade 78
Work type:Staff Full-time
Administrative Unit:University of Alaska Fairbanks
School/Business unit:UAF Office Information Technology
Location: Fairbanks
Categories: Information Systems/Technology

Position Summary:

The University of Alaska is seeking a candidate to join our OIT Customer Support Services team as a Service Desk Technician. This position serves the UAF and UA system as the first point of contact for all academic and administrative technology needs. In this role, you will be responsible for supporting desktop and laptop computers, printers, mobile devices, and other peripherals used by staff, faculty, and students. You will also be expected to learn about the numerous services that OIT supports, such as Blackboard and Google Apps, in order to provide assistance and develop our internal knowledge management database. Additionally, you will work across OIT functional areas as a part of project teams, and will act as the "Voice of the Customer" and a subject matter expert regarding OIT-supported technology and solutions, to other workgroups throughout the University. We are a dynamic and diverse team looking for another member excited to support the University's mission.

Duties:

10Training and Documentation: Serve as subject matter guide on all consumer hardware and on enterprise grade desktops, printers, and laptops • Train faculty, staff, and students on the proper use and configuration of OIT technology and services • Maintain OIT wiki by documenting fixes and processesEssential
20Systems Configuration: Test and evaluate software to ensure compatibility and security with existing university systems • Maintain UAF and SW Active Directory structures by crafting and maintaining: Group Policies, Computer Objects, and Groups • Work with Systems Engineering group to operate and ensure functionality of systems crucial to supporting thousands of endpoint devices including:Essential
70Endpoint Support: Provide premier customer service while evaluating, diagnosing, and solving problems with printers, POS devices, or mobile devices as well as Mac, Windows, or Linux endpoints • Independently research and resolve complex problems under minimal supervision • Utilize service management or project management tool to document all work completed • Provide first tier support for all smart classroom AV technology • Install Windows and Mac OS’s, ensure all systems are in a actively configured state, and ensures proper security measures are carried out at a user level • Recommend technological solutions for complex problemsEssential

The University of Alaska is seeking a candidate to join our OIT Customer Support Services team as a Service Desk Technician. This position serves the UAF and UA system as the first point of contact for all academic and administrative technology needs. In this role, you will be responsible for supporting desktop and laptop computers, printers, mobile devices, and other peripherals used by staff, faculty, and students. You will also be expected to learn about the numerous services that OIT supports, such as Blackboard and Google Apps, in order to provide assistance and develop our internal knowledge management database. Additionally, you will work across OIT functional areas as a part of project teams, and will act as the "Voice of the Customer" and a subject matter expert regarding OIT-supported technology and solutions, to other workgroups throughout the University. We are a dynamic and diverse team looking for another member excited to support the University's mission.

Knowledge/Skills/Abilities: 

Have strong interpersonal skills and an advanced understanding of how a computer and its accessories work. Be able to diagnose and repair computing problems over the phone and in person in a professional and courteous manner. Communicate effectively highly technical information and ideas to non-technical person. Use hand tools and lift or move 50 pounds. Experience in installing, configuring, using and problem solving computer applications.

Must be capable of working across functional boundaries.
Able to adopt and work within OIT processes informed by ITSM best practices frameworks.
Must work within OIT's culture of accountability, fully embracing cultural beliefs and working within those to achieve aligned results

Desired: Major industry standard certificates(s), Alaska Drivers License. Acute thoroughness and attention to detail. Excellent interpersonal skills. 

Preferred: Have a deep understanding in software, hardware, peripherals, operating systems and network software. Be familiar with University of Alaska Fairbanks computing resources and environment.

Required Experience: 

Ability to work with customers in stressful, time-sensitive environment. Ability to closely follow established security policies. Demonstrated experience providing excellent customer service.

Typical Education or Training: 

Two-year degree in Information Technology Systems or related field, or equivalent work experience.

Review Date: December 12, 2018

To ensure consideration, please apply prior to the review date.

Background Check:

The successful applicant is required to complete a background check.  Any offer of employment is contingent on the background check.

Probationary Period:

Pursuant to University Regulation 04.07.020, new employees of the University are employed in an at-will probationary status for the first six months of employment.   During the probationary period, employment may be terminated for no reason or any reason.  Promoted employees also serve a probationary period with limited rights of retreat.

Training Policy:

It is the policy of the University of Alaska Fairbanks that all employees are required to attend training to meet the requirements of the positions they hold, and to complete the required training within a specified period of time to remain employed at UAF.  The policy can be located at:  The policy can be located at:  https://www.uaf.edu/chancellor/initiatives-and-policies/policy/04.07.010.php

Tobacco-Free Campus:

UAF Campus is a tobacco free campus.  For more information, please go to: http://www.uaf.edu/tobaccofreecampus/

Notice of Nondiscrimination:

The University of Alaska is an affirmative action/equal opportunity employer and educational institution.  The University of Alaska does not discriminate on the basis of race, religion, color, national origin, citizenship, age, sex, physical or mental disability, status as a protected veteran, marital status, changes in marital status, pregnancy, childbirth or related medical conditions, parenthood, sexual orientation, gender identity, political affiliation or belief, genetic information, or other legally protected status. The University's commitment to nondiscrimination, including against sex discrimination, applies to students, employees, and applicants for admission and employment. Contact information, applicable laws, and complaint procedures are included on UA's statement of nondiscrimination available at www.alaska.edu/nondiscrimination

Have strong interpersonal skills and an advanced understanding of how a computer and its accessories work. Be able to diagnose and repair computing problems over the phone and in person in a professional and courteous manner. Communicate effectively highly technical information and ideas to non-technical person. Use hand tools and lift or move 50 pounds. Experience in installing, configuring, using and problem solving computer applications.

Must be capable of working across functional boundaries.
Able to adopt and work within OIT processes informed by ITSM best practices frameworks.
Must work within OIT's culture of accountability, fully embracing cultural beliefs and working within those to achieve aligned results


Desired: Major industry standard certificates(s), Alaska Drivers License. Acute thoroughness and attention to detail. Excellent interpersonal skills. 

Preferred: Have a deep understanding in software, hardware, peripherals, operating systems and network software. Be familiar with University of Alaska Fairbanks computing resources and environment.

Advertised: Alaskan Standard Time
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