Service Desk Consultant (Daytime and Overnight Shifts)

Title: Service Desk Consultant (Day-time and overnight shifts)

Please note, this position is not eligible for H-1B or Green Card sponsorship.

Compensation: $52,000

Shift Availability: Day-time OR Overnight shifts. The standard schedule for this position will be daytime shifts from 8:00 AM - 4:30 PM, or night starting at 11:30 PM - 8:00 AM​. Your work week will be determined and discussed during the hiring process.

Position Overview:

Consider a career with the University of Minnesota -- rated as a Star Tribute 2021 top workplace with previous awards from Forbes as one of America's best employers! Within the Office of Information Technology (OIT), we currently seek a Service Desk Consultant l to join a support team that helps customers build positive relationships with technology to further progress the research, education, and outreach missions for the institution. As part of the team, you would use your unique talents to problem-solve and attend to customers’ concerns empathetically and with compassion and to support our diverse University community. This position will provide an opportunity to work with multiple groups within the service desk as well as customers across the University and will also contribute time to front-line support activities as time and workload allow.

We Offer:

• MN State Retirement System (MSRS) pension plan - tax deferred.

• 13 paid vacation days per year (starting accrual rate), in addition to 13 paid sick days and 12 paid holidays.

• Reduced tuition opportunities covering 75% - 100% of eligible tuition.

• Excellent and affordable health care benefits (2023 Enrollment Guide).

• Wellbeing program with opportunity to earn lower health care rates.

• Employer-paid life insurance.

• Public Service Loan Forgiveness (PSLF) opportunity.

• Financial counseling services.

• Employee Assistance Program with eight sessions of counseling at no cost.

• Employee Transit Pass with free or reduced rates in the Twin Cities metro area.

• Annual merit increase program.

Job Responsibilities:

Service Desk Responsibilities: (90%)

• Using technical expertise, along with support tools (e.g.TeamDynamix, Knowledgebase, Chat, and System Status) to troubleshoot escalated end user technology issues including non-routine and/or complex problems. Provide support via phone, chat, email, face-to-­face, and using remote tools as needed.

• Exercise strong decision making skills and appropriate discretion related to the severity and prioritization of incidents.

• Provide quality control by auditing incident and request records and measuring them against our support standards.

• Create, document, and implement new solutions for our knowledge base.

• Continually build knowledge of new products and service offerings to provide effective advice and guidance to users.

• Drive and perform a variety of special projects (examples include reporting, documentation, sharing of information, training of peers to maintain skill levels relative to current and emerging technologies, and delivery of orientations to new UMN students and staff).

Additional Support Responsibilities: (10%)

• Use technical expertise and customer service skills to provide exceptional support for individual and multiple user devices in workspaces, classrooms, labs and clinics across campus and the Health Care Component.

• Ability to stay connected in real-time communication channels.

• Escalate issues that cannot be resolved remotely, including hardware failure and reimages. Work with hardware vendors to maintain up-to-date knowledge to support hardware troubleshooting.

• Assist Remote and onsite teams within the department as work volumes require.

*Please document qualifications on resume

Required Qualifications:

• Bachelor’s degree OR a combination of related education and work experience to equal at least four years.

• Experience and proficiency with multiple operating systems.

• Strong customer focus and experience working in a customer facing role.