Job Description

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 Desktop Support Professional 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 with empathy and with compassion, and to support our diverse University community. This position will provide an opportunity to work with multiple groups within User Support as well as customers across the University and will also contribute time to front-line support activities as time and workload allow.


Job Responsibilities

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 face-to-­face, email, phone, chat, and using remote tools as needed.
Provide exceptional support for individual and multiple user devices in workspaces, labs, and clinics across the Health Care Component, including hardware failure and reimages. Work with hardware vendors as needed to support hardware troubleshooting.
Exercise strong decision making skills and appropriate discretion related to the severity and prioritization of incidents. Escalate issues to subject matter experts that cannot be resolved.
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.
Stay connected in real-time communication channels.
Qualifications
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.
Preferred Qualifications:

Experience in producing end-user documentation and training guides.
Experience and proficiency with hardware support (Windows/Mac).
Commitment to support the University’s goal of creating a positive and inclusive campus climate.
What we value for our candidates:

Strong customer focus and commitment to resolving concerns.
Strong problem solving and hardware troubleshooting capabilities and an ability to make good and timely decisions.
Ability to work independently and be self-directed.
Ability to handle multiple responsibilities with a close attention to detail.
Passion for learning new technology.
Flexible and effective communication and writing skills.
Composure when operating in a busy environment and ability to effectively manage time.