Service Desk Representative I

About Us

Located in the fastest-growing region of the state, the University of North Georgia is a multi-campus university with an enrollment of over 20,000 students, making it one of the largest institutions in the University System of Georgia. UNG is focused on a mission of educational excellence, leadership development and community engagement opportunities that develop students into leaders for a diverse and global society. Through a variety of educational pathways that provide access and range from certificates and associate degrees to a professional doctoral program, UNG is responsive to regional education and economic development needs. Federally designated as a senior military college, one of the universitys signature leadership programs is its 800-member Corps of Cadets on UNGs Dahlonega Campus.

Job Summary

The Service Desk Representative works closely with all areas of UNG IT in providing fast, friendly, dependable and customer-oriented services to support users of technology in every aspect of university life at UNG. The Service Desk Representative is responsible for brokering IT services with other IT units to ensure continuity of best practices and support methods and assists in maintaining various communication channels. The Service Desk Representative may handle a high volume of walk-in, email, or inbound or outbound calls, while speaking with, listening to, and creating a positive outcome for all customers. Service Desk Representatives follow standard operating procedures to assist customers with inquiries, requests, and technology difficulties, based on ITIL best practices. The successful Service Desk Representative will be customer-focused, detailed oriented, and operate efficiently. Additionally, the representative will be polite, reliable, knowledgeable in areas of IT and University operations, and adaptable.

For technical support or assistance completing a job application, please contact the USG Service Desk at (877) 251-2644 or support@usg.edu.

Responsibilities

• Manage large amounts of inbound and outbound calls, walk-in support, or email correspondence in a timely manner. Respond to first-tier critical field calls on a rotating schedule. Identify customers¿ needs as they relate to IT, clarify information, and escalate information in a timely and professional manner.
• Follow established troubleshooting methodologies and procedures. Establish professional relationships with customers. Keep records of all conversations in the chosen ITSM utility. Works closely with all units of IT, to ensure continuity of best practices and support methods among the campus community.
• Identify training opportunities and assist with knowledge base documentation, FAQs, reports, maintenance of online service catalog and social media engagement. Provides first contact user assistance to faculty, staff, and students.
• Pursue professional development in IT as it relates to your position by way of higher education, technical and communications training, and industry recognized certifications. Other duties as assigned.
• Other duties as assigned.

Knowledge, Skills, & Abilities

• Knowledge of ITIL standards for service delivery, service management, and support.
• Knowledge of incident management and problem management.
• Knowledge of Windows and Macintosh operating systems and peripheral installation and support.
• Knowledge of PC networking in a Windows environment.
• Knowledge of desktop/laptop/mobile systems and remote support.
• Strong verbal communication and active listening skills.
• Customer focused and adaptability to different personality types.
• Strong time management and decision making skills.
• Ability to multi-task, set priorities and manage time effectively.
• Ability to lift 50 lbs.

Required Qualifications

• Associates Degree required.
• One year of previous customer service and one year of general IT experiencing including trouble-shooting and problem resolution or an equivalent combination of education and experience required.

Preferred Qualifications

• ITIL or A+ certificate preferred

Proposed Salary

• The proposed salary range is: $19.72-$21.69 hour.

Required Documents to Attach

• Resume
• Cover Letter
• Unofficial Transcripts
• Contact Information for Three Professional References

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Institutional Values

The University of North Georgia, a regional multi-campus institution and premier senior military college, provides a culture of academic excellence in a student-focused environment that includes quality education, service, research, and creativity. This is accomplished through broad access to comprehensive academic and co-curricular programs that develop students into leaders for a diverse and global society. The University of North Georgia is a University System of Georgia leadership institution and is The Military College of Georgia. More details on the UNG Mission, Values, Vision, and Culture can be found at https://ung.edu/about/mission-vision-values.php

Conditions of Employment

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University of North Georgia, as determined by University of North Georgia in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

Equal Employment Opportunity

The University of North Georgia, a unit of the University System of Georgia, is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, color, gender, sex or national origin, age, disability, religion, genetics or veteran status. Georgia is an open records state. Also, UNG is a federal contractor and desires priority referrals of protected veterans.

Other Information

• This is not a supervisory position.
• This position does not have any financial responsibilities.
• This position will be required to drive.
• This role is considered a position of trust.
• This position does not require a purchasing card (P-Card).
• This position will not travel
• This position does not require security clearance.

Please note: the University of North Georgia career board updates daily, positions are subject to be removed without prior notice or before the posting expires.

Background Check

• Position of Trust + Education