IT Customer Service Consultant

Primary Purpose:

The primary purpose of this position is to provide front line (walk-in) IT customer service to students, faculty and staff. This position hires, trains, schedules and supervises student employees who provide IT Support, in addition to personally providing support when appropriate. This position provides backup and escalation support to all other IT Service Desk functions, including call center and faculty/staff office support. This position has lead responsibility on various services such as username changes, PC images, and wireless support/escalations.

Key Responsibilities:

Oversee the walk-in support activities of the IT Service Desk, train IT Service Desk employees and solve information technology (IT) problems when normal staffing and processes have not met customer needs. Incumbent must be able to understand and handle a full range of IT related matters in order to provide effective service to students, faculty, and staff.

· Under general supervision, independently provide consultation and technical support to students, faculty, and staff in the three service areas (walk-in, desk-side and phone). Support services includes, but is not limited to: resolving computer problems with information technology (IT) systems, services, and equipment.

· Oversee student employees. Create schedules for students to cover the hours of the walk-in support office.

· Help create and maintain training plan, documentation, checklists, etc. with the goal of minimizing escalations (maximize first contact resolution).

· Oversee walk-in customer service activities.

· Independently research and resolve the majority of escalated requests from the IT Service Desk front line(s)

· Provide front line IT customer service via the walk-in desk, telephone or desk-side, as needed.

· Support special projects and events that require IT services and support.

· This position is one of three IT Service Desk leads. This position, in concert with the other two team leads, hires, schedules and trains numerous student employees.

· Serve as a liaison between the IT Service Desk and other IT teams for various services (e.g. wireless).

· Perform other related duties as assigned, attend various team meetings, etc.

Minimum Qualifications:

Experience: independently identifying, evaluating, and resolving computer, system, and user problems including compatibility conflicts, application operations, software/hardware malfunctions, and telecommunications problems in a LAN/WAN environment; independently evaluating and defining customer/system needs, and recommending new IT solutions; interpreting and communicating specialized technical material into information usable by customers; preparing oral and written reports of findings and recommendations; conducting fact finding interviews.

Examination:

You will receive a score based upon how you answer the questions on the exam. You must receive a minimum rating of 70 to be considered for this position. Scores will be available online once the review process has been completed.

All answers must be supported in the history, resume, and/or education portion of your application. If at any time during the screening/scoring process your responses or resume do not support the answers you provided; your name will be removed from the register.

TO APPLY:

Click on the Apply Online button to the left and follow the instructions provided to complete the Application Checklist and Exam for this position.

When updating your online application information, please select: Idaho State University under “Agencies”; Full-time Employment under “Job Type/Shift”; and Idaho Falls under “Cities”. Without this information, your name cannot be referred to the hiring agency.

ISU PUBLIC SAFETY JEANNE CLERY ANNUAL SECURITY AND FIRE SAFETY REPORT

Idaho State University’s Jeanne Clery report, federally required reporting, provides crime, arrest and fire statistics for the previous three years that occurred on campus, in certain off-campus buildings owned or controlled by Idaho State University; and on public property within, or immediately adjacent to and accessible from the campus. The report also includes institutional policies concerning campus security, such as policies about alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, personal practices, disciplinary procedures, fire safety and other matters. This report can be accessed on the following website: ISU Clery Report

Preview Exam

OVERTIME NOTICE:

At the discretion of the appointing authority, compensatory time off may be provided in lieu of overtime cash compensation.

Hiring is done without regard to race, color, religion, national origin, sex, age or disability. In addition, preference may be given to veterans who qualify under state and federal laws and regulations. If you need special accommodations to satisfy testing requirements, please contact the Division of Human Resources.