JOB TITLE: User Support Specialist 1
REPORTS TO: User Support Services Manager
JOB OBJECTIVE: Participate as a team member in the implementation and support of end-user systems. Serve as the primary initial point of contact for users' requests.
QUALIFICATIONS: An associate’s degree in a computer or communications related field or equivalent work experience. A working knowledge of networking, desktop applications, and operating systems is necessary. The willingness and ability to learn are important. Experience supporting customers by phone and email, experience with the Macintosh operating environment, and a basic knowledge of voice and data communication basics are pluses.
LEADERSHIP OR SUPERVISORY DUTIES: Set a customer satisfaction/service tone for all customer requests. Communicate clearly and balance priorities with every level and department of the school.
FUNDS AND/OR PROPERTY: Indirectly responsible for all software and hardware property.
RESPONSIBILITIES: Serve as the main point of contact for those needing Information Systems services or assistance. Resolve customer request on first call whenever possible. Dispatch unanswered requests. Primary responsibility for the IS ticketing system, including ticket creation, assignment and monitoring. Triage and escalate request as appropriate to ensure IS awareness of problems that are severe or exceeding targets. Follow up with customers to ensure problem resolution.
Address tier 1 requests including:
- Google user account and Google Group creation, support and management.
- Basic client backup and recovery assistance.
- Tier 1 equipment support, including workstation, phone, printing problems, and accessory (keyboard, mouse, display) replacement.
- Assist with workstation deployments and software management.
CRIMINAL BACKGROUND CHECK: A criminal background check is required from all NOLS employees.
E-VERIFY: NOLS participates in E-verify.
WORK LOCATION: NOLS Headquarters, Lander, WY.
HOW TO APPLY:
Send cover letter and resume to Jody Crain.
Contact Jody Crain with questions.
CLOSING DATE FOR APPLICATIONS: Open until filled.
STARTING DATE: Arranged at time of hire.
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