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IT Service Desk Technician

Background
Founded in 1863, Saint Mary's is a residential campus nestled 20 miles east of San Francisco in the picturesque Moraga Valley. Based in the Catholic, Lasallian and Liberal Arts traditions, Saint Mary's currently enrolls more than 4,000 students from diverse backgrounds in undergraduate and graduate programs. The De La Salle Christian Brothers, the largest teaching order of the Roman Catholic Church, guide the spiritual and academic character of the College.
As a comprehensive and independent institution, Saint Mary's offers undergraduate and graduate programs integrating liberal and professional education. Saint Mary's reputation for excellence, innovation and responsiveness in education stems from its vibrant heritage as a Catholic, Lasallian and Liberal Arts institution. An outstanding, committed faculty and staff that value shared inquiry, integrative learning and student interaction bring these traditions to life in the 21st century. The College is committed to the educational benefits of diversity.
Responsibilities
Position Summary
Function as part of the Service Desk Support team of Technicians, lead by the Service Desk Supervisor, and in collaboration with other departments within the IT Services, to support the faculty, staff and students within Saint Mary's College. Independently, or as a team, work to troubleshoot, fix, and maintain all technology equipment and client software. Requires professionalism, patience and excellent communication skills to obtain correct information regarding issues from customers and record this information in ticketing database. Service Desk staff work in a dynamic, fast-paced call center that provides services over the phone, through e-mail, chat and in person (for walk-in customers). Keeping support services running smoothly and efficiently is a priority at the IT Service Desk, and all staff are expected to perform other office work as necessary from time to time
Essential Functions:
1. Service Desk staff are responsible for ensuring customer satisfaction in every step of problem resolution and meet all established service level agreements (SLA). Staff members are required to track detailed information about each customer's service need in an incident management system. They then document their diagnostic steps and communications with the customer as they troubleshoot the reported problem.
2. Provides immediate resolution of complex technical issues both Window and Apple environment by using remote control tools to diagnose and resolve issues remotely. Investigation and use of a knowledge base is required to find the correct solution. Staff follow-up with all customers to ensure that their needs have been met. Ability to communicate effectively and professionally with members at all level across the Saint Mary's College community is essential.
3. Service Desk staff must be able to recognize questions that go beyond the scope of services provided by the IT Service Desk, and make accurate referrals to other Tier II and Tier III teams. Requires thorough understanding of the expertise and capabilities of other teams and the ability to clearly communicate problems and provide the information about problems..
4. Manages assigned issues in ticketing database from start to finish, also requires frequent progress monitoring and contact with Tier II and Tier III teams to move issues to resolution.
Service Desk staff work directly with customers to resolve their problems accessing SMC's technical services. Problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers are able to access their required services or applications.
5. Provide resolution for Classroom Emergencies.
6. Service Desk staff provide general information about computing services at SMC. This includes information about access to services provided by SMC and other SMC departments. Service Desk staff must be familiar with and abide by college technical use policies.
Other:
May be required to work off hours and weekends as needed
Experience and Qualifications
Education:
BA/BS or equivalent experience
Experience:
5 years
Licenses & Certifications:
?ITIL, HDI Certifications, Apple Certifications, A++
Other Requirements:
ServiceNow Call Tracking System or equivilent
Bomgar, Apple Remote Desktop, Windows Remote Desktop or equivalent Remote Control software
MS Office 2010 & 2011 product suite support, troubleshooting, etc.
Microsoft Windows 7 operatiing system, basic configuration and troubleshooting, etc
Basic hardware/Printer/Application support, installation &troubleshooting
Mac OS X in a support and troubleshooting role
MS Office for Mac and/or iWork
Hands on experience with Active Directory administration or equivalent for password reset, account creation, etc
Basic knowledge of Google mail configuration and troubleshooting
Basic knowledge of Google Calendar configuration and troubleshooting
Basic knowledge troubleshooting of wireless connectivity issues
Basic IP, DNS, Subnet, Gateway, configuration and troubleshooting
Basic knowledge of troubleshooting iPad and smartphones (iPhone, Droid, etc)
Supplemental Information
Application Instructions: Please apply on-line at http://jobs.stmarys-ca.edu
Include a cover letter that specifically addresses how you meet the qualifications and are prepared to support the mission of the College
A resume
The name and contact information for three (3) professional references.
In applying for a position, candidates sign a consent authorizing a broader inquiry which may include reference checks, a motor vehicle check, and a third party background check.
Saint Mary's is an equal employment opportunity employer. We support inclusive excellence and are committed to creating a safe and welcoming community for all.
College policy prohibits discrimination based on race, color, religion, national origin, ancestry, age, gender, sexual orientation, marital status, medical condition, physical or mental disability, gender stereotyping, and gender identity, taking a protected leave (e.g. family medical or pregnancy leave), or on any other basis protected by applicable laws.
Saint Mary's College annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Saint Mary's College Report, please go to the Public Safety website at http://www.stmarys-ca.edu/public-safety/annual-security-and-fire-safety-report-0. To request a paper copy please call Public Safety at (925) 631-4284. The report includes the type of crime, venue, and number of occurrences.

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