IT Support Specialist - Desktop

Under moderate supervision, the IT Support Specialist---Desktop (ITSS-DT), provides technical solutions to faculty, staff, and students for all aspects of PC/Mac/Mobile Device support and configuration within a wide variety of end user environments.

All tasks and outcomes are documented and communicated within a ticketing application. The ITSS-DT works within an ITIL-structured and metrics driven service operation environment, providing technical set-up, support, service, and creative solutions for technology users. The ITSS-DT functions as a member of the Mobile Action Team, owning and sharing tasks as workload and volume dictate - they will also coordinate with our Service Desk and Learning Environments teams to deliver fully comprehensive support. Must be capable of remote, phone, and chat support, as well as on-site visits and working a service counter. All IT Support Specialists work in a 0-3 Tiered support environment. Any specialist may be required to work in any of the four tiers as needed.

The ITSS-DT must be able to work independently on moderately complex Windows and Apple computers while following documented protocols. All ITSS-DT team members craft documentation for the division's knowledge base, and must remain current with emerging technologies via training, self-study, and peer interaction.

ITSS-DTs are expected to understand and follow consistent defined processes for all service interactions, while observing established standards. The ITSS-DT focuses on continual improvement of their own skills as well as the documented service and troubleshooting processes used by the myIT division.

• At all times employees are expected to uphold Creighton's core values and demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment, while adhering to all University Ethical Standards of Conduct, rules, regulations, and job requirements, including required educational trainings.
• Assists users (via telephone, remote tool and/or on-site visits) in troubleshooting and resolving Windows and Apple hardware and software issues on campus and at various satellite locations. Recommends technical solutions for Creighton Users. Documents all workflows using standard incident/request management tools. Solves moderately complex problems and may coordinate required effort from multiple support groups. Tier1 and Tier2 incident and service request fulfillment.
• Basic operational support. May have defined role within a team working towards stated objectives. All workflow and results documented using a Creighton-supported ticketing application. Process and maintain Knowledge Base documentation for self-service content.
• Moderately complex solution development and implementation for common problems and services. Work incidents and service requests that require moderate planning, testing, evaluating, and coordination. May involve multiple myIT groups and vendors to resolve.
• Maintains and applies knowledge of Windows/Apple hardware, software, and operating systems, including mobile technology such as Apple iOS, Windows, and Android. A ITSS-DT is expected to spend time learning modern technologies and sharing associated knowledge with the myIT Division.
• Team Meetings - other duties as assigned. Effectively communicate needs with various teams and supervisors

Qualifications:

• Bachelor's degree in related area and/or equivalent technical experience preferred.
• Minimum of 2 years combined experience in one or more of the following:
  
  
  
  • Deskside and/or remote based technical experience.
  • Working with Ivanti and/or Apple JAMF endpoint management platforms (or equivalent).
  • Supporting Mobile devices including Apple/iOS and Android/Windows
  • Working with basic TCP/IP, network topologies and related technology.
  
  
  
  

Licenses/Certifications:

• ITIL Foundations Certification or pass within first 6 months of accepting this position
• Dell Tech Direct certification expected within first 6 months
• Windows and Apple certifications preferred

Knowledge, Skills, and Abilities:

• Mobile Device Support - End User
• Service Desk Support - End User
• Hardware Support - End User
• Microsoft Office Suite Support including O365
• Microsoft Windows - Platform/OS
• Application Support - End User
• Apple OSX - Platform/OS
• Peripheral Support - End User
• Video Conferencing - Video/Voice
• Android support
• Apple iOS support
• Remote conferencing familiarity including Zoom and MS Teams
• Projection and display system support
• A/V presentation & capture systems
• JAMF - Mobile Device Management System
• TCP/IP network concepts
• Accountable
• Adaptable
• Collaborative and teamwork-oriented
• Customer relationship manager
• Innovative and creative thinker
• Mission and service-oriented
• Openness (zest) for learning
• Results-oriented
• Excellent communication skills
• Professional phone etiquette
• Self-starter
• Detail-oriented
• Dependable