Service Desk Specialist

Salary/Position Classification

• $50,500 annual, Exempt
• 40 hours per week
• This position will work onsite the Grand Forks, ND campus.

Purpose of Position

The User Support Specialist serves as a key member of the Information Technology support team, providing frontline technical assistance to students, faculty, and staff. This position is responsible for ensuring the reliable operation of computers, software applications, and peripheral devices across the institution. The User Support Specialist diagnoses and resolves technical issues, answers technology-related questions, and delivers exceptional customer service while supporting the University's technology environment.

Duties and Responsibilities

User Support and Customer Service

• Provide comprehensive technical support to students, faculty, and staff through phone, email, chat, in-person, and remote support channels; occasional evening and weekend support may be required.
• Troubleshoot and resolve hardware, software, and peripheral issues, ensuring timely and effective solutions.
• Research complex technical issues and see problems through resolution while keeping customers and team members informed of progress.
• Document incidents, service requests, resolutions, and time spent within the ticketing system.
• Consult with users regarding technology needs and recommend appropriate hardware, software, and peripheral solutions.
• Deliver training and guidance on supported hardware and software applications.
• Identify opportunities for system and process improvements to enhance user productivity.
• Provide exceptional customer service and represent the University in a professional manner at all times.
• Maintain current knowledge of Windows operating systems, Active Directory, Microsoft Azure, and Microsoft Intune to effectively support users.

Endpoint and Technology Support

• Develop and maintain knowledge of University Information Technology (UIT) policies, procedures, and guidelines.
• Monitor UIT systems to proactively identify and address technical issues.
• Configure, deploy, and troubleshoot supported software and hardware according to established standards.
• Assist with the evaluation, configuration, and operational support of computing equipment and software.
• Collaborate with team members to maintain modern, reliable, and secure computing environments.
• Perform routine maintenance on endpoint devices, including updates, security verification, backup monitoring, and system health checks.
• Research technical problems and work collaboratively with colleagues to implement solutions.

Endpoint Security

• Identify and report compromised or vulnerable endpoint devices to appropriate supervisors or security personnel.
• Monitor and report devices that do not meet encryption requirements.
• Ensure endpoint security software is installed, updated, and functioning properly on supported devices.
• Assist with implementing and supporting alternative security measures and solutions as needed.

Student Employee Mentorship

• Provide guidance, training, and support to student employees within the department.
• Assist student staff with technical issues and questions.
• Offer day-to-day mentoring and general oversight to support employee development and service delivery.

Communication and Administrative Support

• Create and maintain documentation related to system changes, technical issues, and support procedures.
• Accurately track time spent on projects, support tickets, and administrative activities.
• Participate in team meetings and contribute to the development of policies, procedures, and best practices.
• Provide regular status updates on projects, initiatives, and support activities.
• Perform other duties as assigned.

Required Competencies

• Strong communication skills.
• Professionalism
• Customer service oriented.
• Excellent interpersonal skills and demonstrated excellence in customer service.
• Ability to communicate with non-technical and technical users.
• Ability to prioritize, multi-task, and meet deadlines.
• Demonstrated ability in problem-solving, sound decision-making, and critical thinking skills.
• Demonstrated ability to work independently and be a team player.

Minimum Requirements

• Bachelor's degree; or 2 years of college plus 3 years of related experience including student employment or internship/s. Major field of study or degree emphasis: Information Systems, Computer Science, or other related field.
• 2 years of experience providing general information technology support including student employment or internship/s.
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• 2 years of setup, configuration, and troubleshooting of PC hardware and software.
• Microsoft Office 365 experience.
• Experience working in a structured, process-driven environment.