[Remote] IT Service Desk - Part Time

Note: The job is a remote job and is open to candidates in USA. Ivy Tech Community College is seeking a part-time IT Service Desk candidate to provide remote technical assistance to students, faculty, and staff. The role involves resolving IT-related issues, managing incoming requests, and creating technical documentation while maintaining a professional demeanor and adhering to privacy regulations.

Responsibilities

• Professionally answer inbound calls and respond to customer inquiries in a timely manner, resolving as many IT related issues as possible, escalating those unable to resolve, and routing non-IT calls to responsible department
• Expectation is to stay active in the call queue at all times unless otherwise directed by your supervisor
• Create and update technical documentation in the Knowledge Base for both internal and external consumption
• Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional demeanor at all times
• Process ServiceNow incidents and requests as directed, to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA) and that the communication documented within is complete and respectful
• Responsible for actively reaching out to supervisor for questions or escalation
• Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer service skills of department

Skills

• High School diploma or equivalent required
• Must be proficient with current hardware and software technology
• Must have a reliable, high speed home Internet connection
• Must possess good customer service and organizational skills, able to provide quality customer service in verbal or written form
• Must be able to maintain professional relationships with peers and superiors
• Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
• Must be dependable and show initiative in all activities
• Ability to stay calm in stressful situations, and able to handle multiple competing priorities
• Ability to create and maintain documentation
• Must be willing to seek and undertake additional training and/or earn industry standard certifications as needed
• Must be willing to work nights and weekends as needed, must be willing to travel as necessary
• Must demonstrate ability to promote an inclusive environment that reflects the broad diversity and backgrounds represented by our students and employees and which every individual feels respected and valued
• Associate Degree in IT related field and/or relevant certifications preferred
• Experience in a higher education environment is desirable

Benefits

• Access to a comprehensive vision care plan with low-cost exams and allowances for glasses or contact lenses
• Employee Assistance Program offering no cost confidential counseling sessions, legal consultations, financial planning consultations, and other resources
• All employees can contribute pre-tax or post-tax dollars through payroll deduction to build retirement savings
• Fee remission for employees, spouses, and legal dependents.

Company Overview

Company H1B Sponsorship