Help Desk Specialist (Remote) Job Listing at DePaul University in Chicago, IL (Job ID 1757)

Description

The Highlights: Provides first point of contact for assistance with all DePaul supported applications, operating systems, hardware and voice/data network services. Diagnoses customer issues to determine appropriate solution or escalation path. Use Customer Service Relationship platform to input, update and manage service request incidents according to published Service Level Agreements. Performs responsibilities in a highly professional and courteous manner.

What You'll Do:

• Under general direction, acts as single point-of-contact for customer assistance requests for all DePaul-supported applications, operating systems, hardware, and voice/data network services received through the phone support queue, via direct email, or from the on line service portal. Utilizing over-the-phone and remote-control tools, independently diagnoses customer issues to determine appropriate solution or escalation path. Resolves the majority of all issues on first contact. 
• Provides support for all issues of basic to medium level complexity. Recommends system or application modifications to reduce customer problems or improve performance. Communicates technical issues in a language understood by the customer to ensure accurate and timely resolution. 
• Interacts with other Information Services areas to identify and resolve issues when escalation is needed and assigns an appropriate Service Level Agreement (SLA). Through peer mentoring, assists with the training of new Help Desk staff, and assists the rest of the Help Desk staff to handle customer issues when needed. 
• Documents customer issues in the ticketing system in a clear and detailed manner following established procedures. Creates and maintains documentation on the operation of DePaul applications, operating systems, hardware, and voice/data network services. 
• Supports assigned projects to improve department operations. 
   

What You'll Need:

• A bachelor's degree (preferably in Computer Science) or equivalent work experience, required.
• Excellent analytical and problem solving skills, required. 
• Ability to troubleshoot effectively, including nonstandard applications that may be in use, required.
• Excellent written and verbal communication skills, with ability to listen and ask probing questions of the user to diagnose the problem correctly. 
• Able to speak in a calm and clear manner and articulate clear instructions to the end-user, required.
• Maintains a high level of technical and customer service skills.
• Intermediate knowledge of PC hardware and software, and 2 or more years of experience with end-user support is preferred.
• Ability to function independently in a remote work environment. 
• Ability to utilize modern team communication tools (Teams, Zoom, etc.) to coordinate and collaborate with remote team members. 
• Advanced knowledge of all DePaul University supported Mac and Window based software applications, including Microsoft Office suite, Internet Browsers, and core enterprise applications. 
• Working knowledge of the university's structure and departments is necessary within 6 months of employment.
• Working knowledge of wired and wireless network connectivity and core enterprise-wide application functionality.
• This position can work remotely, but will need to be on campus as duties require. 
• Remote work environment requires stable, high-speed broadband Internet connection. 
• May need to work on weekends/evenings, to cover planned schedule changes, cover unplanned gaps in the weekend schedule or if Help Desk ticket volume is inordinately high. 
   

  The anticipated hiring range for this position is: $26.25 to $28.02 per hour.  The salary range provided in this posting reflects what we reasonably expect to pay for this position. Actual compensation offered or earned is dependent on experience, education and other factors including departmental budget.

Perks:

• Working for a stable and well-known University.
• Top choice medical, dental, and vision benefits.
• Retirement plan matching contribution of 10%.
• Tuition waivers for employees and dependents.
• Generous paid time off, sick time, holidays, floating holidays, and more!
• Full-Time Benefits

For consideration, please include a resume and cover letter.

Vincentian Mission:
Guided by an ethic of Vincentian personalism and professionalism, DePaul compassionately upholds the dignity of all members of its diverse, multi-faith, and inclusive community. We seek to hire collaborative, open-minded, and dedicated professionals who are committed to advancing our university mission to making education accessible to all, with special attention to including underserved and underrepresented communities. Successful candidates thrive in an environment where ideas and perspectives representing a wide variety of cultures, backgrounds and experiences are welcome and supported.

Required Background Check:

Employment at DePaul University is contingent on passing a background check. Only final candidates who are extended an offer of employment will undergo a background check.

DePaul University is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, age, marital status, physical or mental disability, protected veteran status, genetic information or any other legally protected status, in accordance with applicable federal, state and local EEO laws.

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