Technical Support Center Technician
Technical Support Center Technician Apply now (https:
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Job Number:
525183
Classification:
Information Systems Consultant 2A
Grade:
Grade 78
Work type:
Hybrid, On Campus, Staff Full-time
Administrative Unit:
University of Alaska Anchorage
School/Business unit:
UAA VCAS Information Technology Svc
Location:
Anchorage
Categories:
Information Systems/Technology Position
Summary:
UAA is seeking the ideal candidate to join our technology team.
We are looking for someone with a customer-focused technology background who can help our customers with their desktop and equipment technology needs.
UAA Information Technology Services is a great place to work, with a positive team dedicated faculty and staff.
Duties:
5 Assist with administering problem management process and maintain problem tools.
Design, develop, implement, Technical Support Center web page to provide quality support to customers.
Post current news updates, create interactive online forms, and maintain software archive.
Convert hard copy documentation to web based HTML and pdf formats.
Essential 5 Identify, research and implement opportunities for learning and skill enhancement.
Regularly self-evaluate to determine areas of potential improvement; develop personal training plans and implement.
Coach junior staff as part of cooperative work team and training.
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 5 Perform special projects as assigned in a professional manner; evaluate, research, test and recommend software, hardware.
Maintain positive attitude and enthusiasm with customers; offer positive comments related to concerns regarding assigned tasks, suggest reasonable, feasible alternatives when appropriate.
Essential 80 Provide a central point of contact for 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.
Receive phone calls, online chats or emails from customers and provide level one and two support for all IT Services.
Document and track all information relating to technology related services in the UAA IT Ticketing System and assist with developing a comprehensive picture of campus technology customer needs.
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, resolve connectivity and IP conflicts.
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.
Participate in on-call rotations.
Essential Knowledge, Skills, Abilities:
Customer service/interpersonal skills.
Ability to research, analyze, organize, follow procedure and manage crisis situations with computer hardware, software, and data and networking applications.
Written (to include technical writing) and verbal communication.
Knowledge and practices of directed work teams.
In-depth understanding of technology (hardware and software), such as Microsoft Active Directory, CISCO telephony, Technical Support Center software, networking architecture, Intel/Apple-based Computers and OS, etc.
Troubleshooting technical issues via phone.
Applicants must have the ability to work overtime, weekend and after hours for on-call rotations.
The UAA community has identified four core competencies at the heart of quality at UAA.
These qualities are core to everything we do:
Effective Communication - The knowledge and skills necessary to engage in effective communication in diverse contexts and formats.
Creative and critical thinking - The knowledge and skills necessary for the critical exploration of issues, ideas, artifacts, and events in order to creatively design, evaluate, and implement a strategy to answer complex questions or achieve a desired goal.
Intercultural Fluency - The knowledge and skills necessary to promote effective and appropriate interaction in a variety of cultural contexts, particularly in terms of the diverse populations of Alaska.
Personal, Professional, and Community Responsibility - The knowledge and skills necessary to promote personal flourishing, professional excellence, and community engagement.
Preferred Experience & Education:
Technical customer service experience (min of one year).
Technical troubleshooting experience (min of one year, similar environment), Experience in working in a telephone environment.
Knowledge of computing theory and interrelations of hardware and software.
Demonstrated troubleshooting and problem-solving techniques for computer hardware, software, data and networking applications.
Experience with MS Office, Google Suite, eMail, spreadsheets, databases, word processors, web languages, and ISP connectivity.
Required Experience & Education:
Relevant industry certifications preferred.
Salary Information:
This is a full-time, 12-month, non-exempt staff position complete with both a competitive salary andfull employee benefits package ( https:
//alaska.
edu/jobs/benefits.
php).
New hires will be placed on theUA staff salary schedule (https:
//www.
alaska.
edu/hr/benefits/compensation/files/fy24_staff_salary_grid.
pdf) , Grade 78, based on education and experience.
Special Instructions to Applicants:
Please attach a resume, cover letter, and the names and contact information for three (3) professional references with your application.
Applications will be reviewed on a rolling basis until a successful candidate is identified.
Review of application materials will begin immediately.
Search and selection procedures will be closed when a sufficient and viable number of qualified candidates have been identified To be eligible for this position, applicants must be legally authorized to work in the United States without restriction.
Applicants who now or may in the future require visa sponsorship to work in the United States are not eligible.
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.
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.
Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.
If you have any questions regarding this position, please contact Katelyn Leary, Shared Services HR Coordinator, at email protected .
Advertised:
20 Jul 2023 Alaskan Daylight Time Applications close:
Recommended Skills Active Directory Group Administration Cisco Coaching And Mentoring Communication Community Management Estimated Salary: $20 to $28 per hour based on qualifications.
//secure.
dc4.
pageuppeople.
com/apply/751/gateway/default.
aspx?c=apply&lJobID=525183&lJobSourceTypeID=796&sLanguage=en-us) />
Job Number:
525183
Classification:
Information Systems Consultant 2A
Grade:
Grade 78
Work type:
Hybrid, On Campus, Staff Full-time
Administrative Unit:
University of Alaska Anchorage
School/Business unit:
UAA VCAS Information Technology Svc
Location:
Anchorage
Categories:
Information Systems/Technology Position
Summary:
UAA is seeking the ideal candidate to join our technology team.
We are looking for someone with a customer-focused technology background who can help our customers with their desktop and equipment technology needs.
UAA Information Technology Services is a great place to work, with a positive team dedicated faculty and staff.
Duties:
5 Assist with administering problem management process and maintain problem tools.
Design, develop, implement, Technical Support Center web page to provide quality support to customers.
Post current news updates, create interactive online forms, and maintain software archive.
Convert hard copy documentation to web based HTML and pdf formats.
Essential 5 Identify, research and implement opportunities for learning and skill enhancement.
Regularly self-evaluate to determine areas of potential improvement; develop personal training plans and implement.
Coach junior staff as part of cooperative work team and training.
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 5 Perform special projects as assigned in a professional manner; evaluate, research, test and recommend software, hardware.
Maintain positive attitude and enthusiasm with customers; offer positive comments related to concerns regarding assigned tasks, suggest reasonable, feasible alternatives when appropriate.
Essential 80 Provide a central point of contact for 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.
Receive phone calls, online chats or emails from customers and provide level one and two support for all IT Services.
Document and track all information relating to technology related services in the UAA IT Ticketing System and assist with developing a comprehensive picture of campus technology customer needs.
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, resolve connectivity and IP conflicts.
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.
Participate in on-call rotations.
Essential Knowledge, Skills, Abilities:
Customer service/interpersonal skills.
Ability to research, analyze, organize, follow procedure and manage crisis situations with computer hardware, software, and data and networking applications.
Written (to include technical writing) and verbal communication.
Knowledge and practices of directed work teams.
In-depth understanding of technology (hardware and software), such as Microsoft Active Directory, CISCO telephony, Technical Support Center software, networking architecture, Intel/Apple-based Computers and OS, etc.
Troubleshooting technical issues via phone.
Applicants must have the ability to work overtime, weekend and after hours for on-call rotations.
The UAA community has identified four core competencies at the heart of quality at UAA.
These qualities are core to everything we do:
Effective Communication - The knowledge and skills necessary to engage in effective communication in diverse contexts and formats.
Creative and critical thinking - The knowledge and skills necessary for the critical exploration of issues, ideas, artifacts, and events in order to creatively design, evaluate, and implement a strategy to answer complex questions or achieve a desired goal.
Intercultural Fluency - The knowledge and skills necessary to promote effective and appropriate interaction in a variety of cultural contexts, particularly in terms of the diverse populations of Alaska.
Personal, Professional, and Community Responsibility - The knowledge and skills necessary to promote personal flourishing, professional excellence, and community engagement.
Preferred Experience & Education:
Technical customer service experience (min of one year).
Technical troubleshooting experience (min of one year, similar environment), Experience in working in a telephone environment.
Knowledge of computing theory and interrelations of hardware and software.
Demonstrated troubleshooting and problem-solving techniques for computer hardware, software, data and networking applications.
Experience with MS Office, Google Suite, eMail, spreadsheets, databases, word processors, web languages, and ISP connectivity.
Required Experience & Education:
Relevant industry certifications preferred.
Salary Information:
This is a full-time, 12-month, non-exempt staff position complete with both a competitive salary andfull employee benefits package ( https:
//alaska.
edu/jobs/benefits.
php).
New hires will be placed on theUA staff salary schedule (https:
//www.
alaska.
edu/hr/benefits/compensation/files/fy24_staff_salary_grid.
pdf) , Grade 78, based on education and experience.
Special Instructions to Applicants:
Please attach a resume, cover letter, and the names and contact information for three (3) professional references with your application.
Applications will be reviewed on a rolling basis until a successful candidate is identified.
Review of application materials will begin immediately.
Search and selection procedures will be closed when a sufficient and viable number of qualified candidates have been identified To be eligible for this position, applicants must be legally authorized to work in the United States without restriction.
Applicants who now or may in the future require visa sponsorship to work in the United States are not eligible.
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.
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.
Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.
If you have any questions regarding this position, please contact Katelyn Leary, Shared Services HR Coordinator, at email protected .
Advertised:
20 Jul 2023 Alaskan Daylight Time Applications close:
Recommended Skills Active Directory Group Administration Cisco Coaching And Mentoring Communication Community Management Estimated Salary: $20 to $28 per hour based on qualifications.
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