Position Title
Help Center Specialist

Employee Type
Regular

Office/Department
Client Services

Work Environment
Loyola University Maryland Main Campus


Job Type
Full time
Benefits at Loyola
https://www.loyola.edu/department/hr/benefits/

Compensation Range
$23.48 - $29.34

Anticipated Start Date
10/14/2024

If Temporary or Visiting, Estimated End Date


Position Duties
Provide tier 1 technical support for all constituent groups across campus. Resolve technical “how-to� issues for various software applications, technology hardware and general technology related issues. Provide "walk-in" assistance during office hours. Familiar with incident management tracking systems. Enter and track tickets that need to be escalated to tiers 2 and 3 support level. Essential Functions:
Provide level 1, first-contact resolution of technology incidents as they arise from the community. Provide aid and assistance to re-mediate issues in a timely manner using the Loyola incident management tracking system. Create and review the incident/service request with the customer. Â Make use of technology tools to resolve issues as appropriate. Â Work within established baselines for escalation of incidents to higher level support teams within the organization.

Review the various methods of end users communicating with the Help Center (i.e. email, general form tickets, etc.). Â Gather additional information as necessary, create the incident/service requests for the requester, and route service tickets to the proper work group.Â

Provide assistance to "walk-ins" at the Help Center which is open all Loyola community members. Â Create the incidents/service requests to record the work performed. Â Engage Client Services support as necessary.

Assist with student loaner program process. Â Follow standard operating procedures for deployment and recovery. Â Monitor aging loaner tickets and communicate with students regarding deadlines. Verify and update all information of Loyola assets in Loyola's asset management systems when performing any work.

Supervisory Responsibilities
Does not have any supervisory responsibilities.
Budget Responsibilities - Not Applicable

Education:
Bachelor's degree - Preferred - Field of Study: Business, Communicaitons or IT
Associate's or vocational/technical school degree - Required
Other professional licensures, certifications, or designations required: A+ or Network + preferred

Work Experience:
1-3 years
Experience in the information technology field pertaining to IT support. Knowledge of incident management systems. Â Firm understanding of the tiered IT support model. Possess the technical abilities to troubleshoot IT hardware and software problems on multiple operating systems.
PC & Mac troubleshooting experience Understanding of IP communications Experience with Microsoft Active Directory domain networked PC’s. Familiar with ITIL service strategies.
Excellent interpersonal communication skills, consistently project a customer service orientation, and continually maintain a professional image. Ability to work cooperatively and closely with peers who share associated technologies. Ability to efficiently and accurately handle simultaneous workflows.Â
Must be able to support the University’s goals for institutional diversity, as well as the goals and values of a Catholic, Jesuit education.


Problem Solving: Indicate the nature of problems regularly encountered by this position.
Most situations resolved using standard procedure and established guidelines.
Example - Uses approved guidelines to resolve service requests. Â Provides feedback and suggestions for improvement to Lead or Supervisor.
Independence of Action:
Works under general supervision; progress and outcomes are frequently reviewed.
Typical example - Specialists perform daily support and their performance is monitored and scored monthly. Â They may take individual approaches to resolving issues but do so within prescribed parameters.
Decision Making:
Decisions generally affect own job or specific functional area.
Typical example - Specialists use their own approach to a problem, but with prescribed models provided by management.
Physical/Environmental Demands:
Office environment/no specific or unusual physical or environmental demands.

Bachelor's degree - Preferred - Field of Study: Business, Communicaitons or IT
Associate's or vocational/technical school degree - Required
Other professional licensures, certifications, or designations required: A+ or Network + preferred

Work Experience:
1-3 years
Experience in the information technology field pertaining to IT support. Knowledge of incident management systems. Â Firm understanding of the tiered IT support model. Possess the technical abilities to troubleshoot IT hardware and software problems on multiple operating systems.
PC & Mac troubleshooting experience Understanding of IP communications Experience with Microsoft Active Directory domain networked PC’s. Familiar with ITIL service strategies.
Excellent interpersonal communication skills, consistently project a customer service orientation, and continually maintain a professional image. Ability to work cooperatively and closely with peers who share associated technologies. Ability to efficiently and accurately handle simultaneous workflows.Â
Must be able to support the University’s goals for institutional diversity, as well as the goals and values of a Catholic, Jesuit education.

Successful candidates for any staff, faculty, or administrative position at Loyola University Maryland will be subject to a pre-employment background check. Note: Experience and/or education may be substituted for requirements.


University Description
Loyola University Maryland is a Jesuit, Catholic university committed to the educational and spiritual traditions of the Society of Jesus and to the ideals of liberal education and the development of the whole person. Accordingly, Loyola inspires students to learn, lead, and serve in a diverse and changing world. Loyola’s beautiful, historic Evergreen campus is located in Baltimore, and its graduate centers are in Timonium and Columbia. Loyola enrolls 4,000 undergraduate and 2,000 graduate students across the Sellinger School of Business and Management, the School of Education, and Loyola College of Arts and Sciences. Founded in 1852, Loyola is one of 27 Jesuit colleges and universities in the United States and the first to bear the name of Saint Ignatius Loyola, founder of the Society of Jesus.


Diversity Statement