Position Summary

The service desk is the first point of contact for all IT-related requests and inquiries so the ideal candidate must be detail oriented and able to work successfully in a team environment. This position requires a self-motivated team member with superior customer service skills to support our community of users, including staff, faculty and students. The ideal candidate must be proficient at oral and written communication, must maintain good rapport with customers and show an aptitude to resolve support issues using sound troubleshooting methodologies. This position requires excellent listening skills with an aptitude for diagnosing and resolving issues remotely, with a strong knowledge of Microsoft Office, Outlook, Windows OS (Windows 10) and basic knowledge of Mac OS (OSX). This position responds to telephone calls and emails in a timely manner, ensuring that each request is documented as a service ticket.

Essential Functions:

• Provide superior customer service.
• Respond to inquiries and requests received via telephone calls, internal ticketing system, and email in a timely manner.
• Ensure service tickets are created for all inquiries and requests submitted to the Service Desk.
• Provide basic to moderate end-user support for IT related issues.
• Analyze, diagnose, test and resolve basic to moderate service desk end-user problems.
• Provide remote technical support and assistance on identified applications, software and peripherals.
• Provide initial triage of service requests and determine if additional IT resources should be engaged to fulfill them.
• Expedite reported issues affecting end-users with team members and management.
• Keep end-user abreast of current incident and service request status as per service level targets.
• Update all service requests tickets in a timely manner, with appropriate level of information throughout the entire life cycle of the request.
• Determine the correct assignment groups to transfer tickets to and transfers tickets accordingly, and in a timely manner.
• Document support issues and resolutions.
• Reasonable and consistent attendance to fulfill the requirements of the position.

Supervisory Responsibilities: N/A

Requirements:

Education & Experience:

• Minimum of one (1) year experience in a customer service role required.
• Experience in Service Desk/Help Desk environment a plus.
• Associate's degree, or equivalent experience.
• Experience with ticketing tracking systems a plus.
• Experience working in a technology-driven enterprise a plus.

Competencies/Technical/Functional Skills:

• Must be self-motivated, detail oriented, be able to work effectively in a team environment.
• Knowledge of basic computer hardware and software.
• Knowledge of Microsoft and Apple products.
• Ability to multi-task and prioritize workflow.
• Solid written and verbal communication skills.
• Ability to communicate technical information effectively with internal and external customers.
• Strong understanding of smartphones (Android and iOS).
• Solid troubleshooting skills.
• Contribute to team innovation through ideas for process improvement and efficiency.
• Must be able to provide after-hours support as needed, as part of an on call rotation.
• Familiarity with Active Directory and Microsoft Outlook/Exchange environments a plus.
• Knowledge of networking a plus.
• Proficient with Microsoft Word and other applications in the Microsoft Office Suite.

Location: Remote

Travel: No Travel Required

Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies. Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family. For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:

Hourly: $19.82 - $25.77

National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

National University offers an opportunity to work in an innovative environment that supports diversity.

National University (NU) is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state and local laws. At NU, a diverse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.

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