Senior IT Support Center Technician
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Classification:Information Systems Consultant 3A
Work type: Staff Full-time
Administrative Unit:University of Alaska Anchorage
School/Business unit:UAA VCAS Information Technology Svc
Categories: Information Systems/Technology
UAA is seeking the ideal candidate to join our Service Center team. We are looking for someone with a solid customer focused technology background who can help our customers with their technology needs.
UAA Information Technology Services is a great place to work, with a positive team dedicated to student, faculty and staff success. This is a full-time, Grade 79, benefitted position complete with a competitive salary and UA employee benefits package.
10 Assist as one of the Tier 3 administrators and assist in the leadership in the absence of the Call Center Lead. Ensure the smooth operation of duties and responsibilities while carrying out these efforts in a timely and efficient manner. Act as a resource to IT Call Center Technicians, providing training and guidance as needed. Represent the Call Center Team at meetings and special functions on behalf of the Call Center Coordinator. Identify and escalate issues as appropriate. Essential
30 Provide exceptional Customer Service, and provide training to Service Center staff on industry excellence in the area of customer service. Receive and process escalated tickets from Tier 2 technicians for customer complaints, and difficult customers, and provide mentoring for all Tier 2 and student employees for customer satisfaction. Monitor and manage organizational metrics, by analyzing data for ensuring highest satisfaction of customer service. Provide Service Center leadership compiled data reports of customer service issues, and trend analysis of monthly scores. Provide mentoring and coaching to Tier 2 technicians based on data analysis of organizational QA scores, and customer reports. Develop ongoing training to ensure quality of service provision by Tier 2 technicians. Essential
5 Assist with administering problem management process and maintain problem tools. Design, develop, implement, Call Center web page to provide quality support to customers. Post current news updates, create interactive online forms, and maintain software archive. Convert hardcopy documentation to web-based HTML and pdf formats. Essential
5 Notify mission critical departments, campus, and extended sites and colleges of computing resource availability and system status; provide status information and support to campus and extended sites and college customers. Essential
50 Maintain open communications within the team, the organization, and customers. Provide a central point of contact for escalated computing/network/voice/audiovisual support, service requests, resource allocation, and system status of mission-critical academic and administrative computer systems, applications, microcomputers, and network connections. Track information relating to all technology related services on-campus and assist with developing a comprehensive picture of campus technology customer needs. Provides level three Service Center support for all IT Services, cross-train as required to provide technical consulting. Provide high quality computing, telephony, audiovisual, desktop, data network, Blackboard, central computing support by responding to questions from university community to include: microcomputers, mainframe computers, software applications, POP3/SMTP/IMAP clients, network connections and the Internet. Demonstrate sensitivity towards customers who may not possess technical ability. Troubleshoot and diagnose problems, work with customers to gather pertinent technical information to achieve resolution. Analyze information asserting escalation within IT organization, other UA units, or vendors as appropriate. Provide account maintenance for all information technologies. Use standard/proprietary tools to create, extend, expire, reset passwords, and verify account eligibility via Banner HR/SI. Troubleshoot, diagnose, track, report and assign work orders/trouble tickets for all IT Services. Utilize utility applications to ping, and trace route to analyze network traffic. Provide direct support for all field technicians, computer lab consultants and IT personnel as required. Log, track, and analyze problem information to ensure accuracy, monitor level of problem activity, and call volume. Conduct trend analysis to identify new areas of support, translate customer data and requests into potential projects to improve customer support. Ensure accuracy and quality of resolutions; provided through follow-up contact with customers and maintain records. Essential
Demonstrated strong leadership skills
The ability to oversee operations to ensure successful completion of organizational duties/responsibilities
Coordinate and prioritize multiple on-going projects.
In-Depth understanding of the University of Alaska business/academic culture and environment and organizational chart.
Substantial customer service experience (min 3 years) and team training in a customer service environment.
Experience with CISCO Telephone/LAN/WAN typologies, Active Directory, online curriculum software, and network support
Experience troubleshooting via telephone and supporting field personnel. Detailed knowledge of industry standard QA practices and measurement
Advanced level of all skills necessary for Tier 2 technical troubleshooting
Detailed experience with hardware/software configurations of both Intel/Apple based products (min 3 years), as well as mobile devices
Typical Education or Training
Relevant industry certifications preferred
Additional Documents: Please include a cover letter, resume, and three references with your applications.
Review Date: This is a full-time Grade 79, benefitted position complete with a competitive salary and UA employee benefits package. The review of applications will take place on February 26, 2021. To ensure consideration, please submit an application by 11:55 pm Alaska time on February 25, 2021.
*May include a Relocation allowance.
**Applicants must be legally eligible for unrestricted employment to work in the U.S. No work visas will be sponsored for this position.**
Reasonable Accommodation Statement:
The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.
Affirmative Action Statement:
UA is an AA/EO employer and educational institution and prohibits illegal discrimination against any individual: www.alaska.edu/nondiscrimination
The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.
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.
Public Disclosure Statement:
Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.
University of Alaska is a Drug-Free Workplace.
University of Alaska campuses are Tobacco-Free.
It is the policy of the University of Alaska (UA) that all employees are required to complete training to meet the requirements of the positions they hold, and to complete the required training within a specified period to remain employed at the UA.
If you have any questions regarding this position, please contact University of Alaska HR at 907-450-8200.
Advertised: Alaskan Standard Time 12 Feb 2021
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