Service Desk Facilitator

Detailed Job Listing:

job family: Clerical & Technical  

STARS Requisition: 43609BR
University Job Title: IT Support Technician 1
Department Job Title: Service Desk Facilitator 

Grade: D

Position Focus: 

As a member of the SOM-IT Client Services Team, provide technology-related information, education, consultation, and support services to SOM faculty, staff and students. Use help desk incident tracking system and system monitoring tools to resolve tickets and expeditiously dispatch tickets that cannot be resolved to the most appropriate source of support.

Essential Duties: 

  1. Provide information, advice and support on the telephone, face to face and in groups to the SOM Community.
  2. Ensure timely responses to first contact via telephone, email and walk-up requests and attempt to resolve issues.
  3. Provide instruction to the SOM Community based on documented procedures.
  4. Provide education to users regarding software and hardware upgrades.
  5. Keep technology licenses and legal documents up to date and monitor contracts with technology vendors. Monitoring ongoing contracts with suppliers, completing statutory forms and ensuring compliance with quality standards and service level agreements.
  6. Manage calendaring and scheduling for support staff to ensure appropriate delivery of services to users.
  7. Collect and arrange information needed for events and projects.
  8. Ability to work independently, identify workloads and prioritize work accordingly.
  9. Review and analyze repetitive/recurring tickets to ensure underlying issues are identified, logged and escalated appropriately.
  10. Documents, tracks and monitors work orders to ensure accurate and timely resolution.
  11. Facilitate escalation of more complex problems to other IT staff, Yale central IT, or other parties.
  12. Assist users with selection and procurement of computer hardware and software.
  13. Interact with external contacts to purchase equipment, resolve problems and obtain assistance and to compare institutional operations.
  14. Assist in purchasing and procurement needs for the SOM community. Interact with external and internal vendors.
  15. Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
  16. Ensures operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
  17. Resolves administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.
  18. Other duties as assigned.

Required Education & Experience: 

Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.

Required Skills & Abilities: 

  1. Knowledge of Windows and Apple hardware, Mac OS X, Windows 7, iPad, iPhone, and Android-enabled devices, standard application packages (Microsoft Office productivity tools and standard electronic mail packages).
  2. Excellent interpersonal skills and superior customer service orientation. Team player with ability to work collegially with peers and colleagues. Ability to work in a fast-paced and changing environment.
  3. Ability to move equipment up to 50 pounds. Flexible schedule: must be able to cover flexible Help Desk hours, occasional weekend and weeknight events.
  4. References must indicate reliable attendance and punctuality, ability to communicate effectively and tactfully, ability to organize and prioritize own work, and the ability to work effectively with others in a team setting.
  5. Knowledge of mobile device (smartphones and tablets) operation. Experience with user support workflows and ticketing systems. Excellent oral and written communication and presentation skills.

Preferred: 

Some experience with instructional technology systems. One of the following certifications: A+, Network+, Microsoft, Apple/Mac. Global orientation; experience working across countries and regions, and fluency in more than one language.

Competencies:

  • Customer Service Focus – Listening carefully to and understanding customers’ needs and proactively responding to those needs in a consistent and timely manner.
  • Teamwork/Communication – Working cooperatively to achieve common goals. Support cooperation, collaboration and the sharing of information.
  • Product Excellence – Provide the best quality product available and continuously upgrade standards to maintain quality.
  • Leadership – Provide direction and motivation to others through communication, modeling appropriate behavior, optimism and high achievement.
  • Innovative – Openness to new ideas and their implementation. Ability to react and adapt to changing situations appropriately.
  • Strategic Thinking – Recognize opportunities, identify critical, high pay-off activities and prioritize them to attain goals.

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