(Remote) Service Desk Technician - Information Technology Services

%3Cp%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EThe Department of Information Technology Services at West Virginia University is currently accepting applications for a Service Desk Technician.%3C/span%3E%3C/p%3E%3Cp%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EAbout the Opportunity%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EThis is a tier 1, front line position at the Service Desk. %26nbsp;They are the interface between the customer and ITS. They assist the customers with incident resolution or getting their service request fulfilled. This is a remote worker position who communicates via phone or an electronic interface.%3C/span%3E%3C/p%3E%3Cp%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EPay Grade: %3C/strong%3E15%3C/span%3E%3C/p%3E%3Cp%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EStarting Wage:%3C/strong%3E %2419.00 / hour%3C/span%3E%3C/p%3E%3Cp%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EShift: %3C/strong%3EMonday through Friday, 8:30 a.m. to 5:00 p.m. EST%3C/span%3E%3C/p%3E%3Cp style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Arial;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EWe strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:%3C/span%3E%3C/p%3E%3Cul style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:12px 0px;orphans:2;padding:revert;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cli style=%22line-height:1.25;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E37.5-hour work week%26nbsp;%3C/span%3E%3C/li%3E%3Cli style=%22line-height:1.25;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E13 paid holidays (%3C/span%3E%3Ca style=%22color:rgb(4, 95, 171);line-height:inherit;text-decoration:none;%22 href=%22https://talentandculture.wvu.edu/benefits-and-compensation/holiday-schedule%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3Estaff holiday calendar%3C/span%3E%3C/a%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E)%3C/span%3E%3C/li%3E%3Cli style=%22line-height:1.25;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E15 annual leave (vacation) days per year or more based on years of service (%3C/span%3E%3Ca style=%22color:rgb(4, 95, 171);line-height:inherit;text-decoration:none;%22 href=%22https://talentandculture.wvu.edu/benefits-and-compensation/time-off/ee-leave%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3Eemployee leave%3C/span%3E%3C/a%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E)%3C/span%3E%3C/li%3E%3Cli style=%22line-height:1.25;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)%3C/span%3E%3C/li%3E%3Cli style=%22line-height:1.25;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EWVU offers a range of%26nbsp;%3C/span%3E%3Ca style=%22color:rgb(4, 95, 171);line-height:inherit;text-decoration:none;%22 href=%22https://talentandculture.wvu.edu/benefits-and-compensation/insurance-plans%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3Ehealth insurance and other benefits%3C/span%3E%3C/a%3E%3C/li%3E%3Cli style=%22line-height:1.25;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for%26nbsp;%3C/span%3E%3Ca style=%22color:rgb(4, 95, 171);line-height:inherit;text-decoration:none;%22 href=%22https://talentandculture.wvu.edu/benefits-and-compensation/retirement%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3Emore retirement benefits information%3C/span%3E%3C/a%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E? Check out retirement health insurance benefits, retirement income, and FAQ’s.%3C/span%3E%3C/li%3E%3Cli style=%22line-height:1.25;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EWellness programs%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EWhat You%27ll Do%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3ETechnical Support %26nbsp;%3C/strong%3E%3C/span%3E%3C/p%3E%3Cul%3E%3Cli%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EIncident Resolution: Delivers telephone-based or electronic support to WVU community including, students, faculty, administrators, staff located in Morgantown as well as satellite campuses in Charleston, Parkersburg, Keyser, Beckley and each of the 55 WVU Extension offices. Provides first-level technical support for numerous software applications including, but not limited to Microsoft Office, email systems, and software specifically designed for WVU such as, MAP, MIX and Star/Banner, eCampus, including WVU wireless networking support.%26nbsp;%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EProvides on-site information technology support to WVU administrators and staff who are experiencing a wide variety of needs ranging from software installation and configuration to complex problem resolution.%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3ESkills Currency%26nbsp;%3C/strong%3E%3C/span%3E%3C/p%3E%3Cul%3E%3Cli%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EMaintains currency on advancements and changes in supported applications, general computer technology and in the ITIL best practices framework.%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3ESeeks and embraces opportunities to enhance existing skillsets. May be required to acquire additional specialties when practicable.%26nbsp;%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EOther duties as assigned.%3C/span%3E%3C/li%3E%3C/ul%3E

• Associate degree in computer science or a related field or equivalent combination of education and experience
• A minimum of two (2) years of experience in each of the following:
  • Technical experience in a computer-related customer support field
  • Customer Service
• Any equivalent combination of related education and/or experience will be considered.
• All qualifications must be met by the time of employment.

Knowledge, Skills, & Abilities

• Must be able to provide advanced support for various hardware platforms, operating systems, and software packages.
• Complex problem-solving skills and excellent research skills are required.
• Must be able to articulate clearly and concisely to a wide variety of multi-cultured users.
• Excellent customer service is essential.
• The candidate must be courteous, display a positive attitude and a genuine concern for the end user.
• Must be able to pay attention to detail, work independently as well as part of a team; be dependable, discreet, and trustworthy. Must work closely with other SD staff on maintaining required ITSM skillsets.
• The incumbent must be courteous, display a positive attitude and a genuine concern for the computer user.
• Must have the knowledge and ability in how to use tracking software, preferably the current ITSM tool, to process problem tracking, resolution, and responses for a Service Desk environment.

*!

Physical Demands & Physical Coordination

• Lifting lightweight objects/bending and kneeling to file
• Lifting 20-40 lb computers and equipment

*!

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values — service, curiosity, respect, accountability and appreciation — unite us as Mountaineers.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.  

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