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IT Service Desk Technician

Company: Golden Gate University
Location: San Francisco
Posted on: January 27, 2023

Job Description:

Job DetailsJob Location San Francisco - San Francisco, CAPosition Type Full Time - Basic Function & Scope of Job Job Title: IT Service Desk Technician

Department: Information Technology Services

FLSA Status: Exempt

Summary: The IT Service Desk Technician is an integral part of the technical support team and is responsible for managing day to day ITS technical operational support issues. Reporting to the ITS Service Desk Manager, this position directly supports the technology needs of students, faculty, and staff at Golden Gate University.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

  • Manage Support Requests - A significant responsibility of Service Desk is to manage support requests. Must document issue severity and utilize standard procedures to resolve issues. Must also maintain support tracking systems.

    • Serve as Level 2 point of contact for users seeking technical assistance in person, over the phone or email.
    • Actively monitor the ticketing system queues, assigning and re-assigning, as necessary, the ownership of tickets and tasks to the appropriate technician.
    • Provide accurate information on IT products or services.

    • Resolve Technical Issues - Service Desk must resolve technical issues in person or remotely. For certain common problems, such as installation and configuration problems, they provide users links to documentation so that they can better understand their systems.

      • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
      • Determine the best solution based on the issue and details provided by users.
      • Walk the user through the problem-solving process.
      • Follow-up and update user status and information.
      • Pass on any feedback or suggestions by users to the appropriate internal team.
      • Identify and suggest possible improvements on procedures.

      • Escalate Complex Cases - Service Desk staff often escalate user support requests to Level 3 staff if they are unable to resolve a particular issue on their own. Service Desk staff will own the issue until resolution.
      • Manage Service Documentation - Service Desk staff must maintain comprehensive records of issues relating to both software and hardware.

        • Keep inventory of all equipment, software, and license users.


          • Technical expertise - as service desk staff play a direct role in fixing user's problems, service desk staff need excellent technical and system expertise.

            • General awareness of computer systems, PC repair, and network management.
            • Ability to deploy, configure, and support operating systems on desktop and mobile.

            • Problem-resolving abilities - service desk staff are problem solvers, so they should be able to devise technical and original solutions to user problems.

              • Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.

              • Communication - operational message is key in this role since service desk staff are required to collect data about issues, prepare comprehensive notes and reports, and walk users through the stages they can take to fix software and hardware problems.

                • Understanding and appreciation for information security within systems and user devices.

                • Time administration - service desk staff require excellent time management aids and should be able to set priorities when covering multiple issues.

                  • Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.

                  • Team partnership - service desk routinely works with other IT personnel to resolve user issues, so they need to collaborate with team members and coworkers.

                    Knowledge of

                    • Structured change control processes (ITIL)

                      • Experience working with structured service management processes, including structured change management, release management, and project management practices.

                      • MS Windows client systems

                        • Active Directory or similar enterprise LDAP services
                        • File & print services
                        • Microsoft 365 (Outlook, Word, Excel, PowerPoint, Access, SharePoint, etc.)
                        • Microsoft Teams Phone system
                        • VPN

                        • Support ticketing systems

                          • Experience with remote customer supporting tools.
                          • Technical documentation authoring for both internal IT functions, as well as user-facing documentation.
                          • Remote Support Management systems

                            • Excellent verbal and written English Language skills.

                              Education and/or Experience:

                              B.A. or B.S. degree or international equivalent or a minimum of three (3) years experience in Information Technology support roles, with a strong customer support role is preferred. Authorization to work in the United States (note: we cannot sponsor applications for "green card".)Supplemental Information To apply: Please go to submit an application, letter of interest, and a resume.

                              In applying for a position, candidates sign a consent authorizing a broader inquiry which may include reference checks, a motor vehicle check, and a third party background check.

                              Golden Gate University is an equal employment opportunity employer. We support inclusive excellence and are committed to creating a safe and welcoming community for all.

                              University policy prohibits discrimination based on race, color, religion, national origin, ancestry, age, gender, sexual orientation, marital status, medical condition, physical or mental disability, gender stereotyping, and gender identity, taking a protected leave (e.g. family medical or pregnancy leave), or on any other basis protected by applicable laws.

                              The University has a strong commitment to the principles of diversity and inclusion, and to maintaining working and learning environments that reinforces these practices. The University welcomes and encourages applications from all especially women, minorities, people of color, veterans, persons with disabilities, and members of the LGBTQI community.


Keywords: Golden Gate University, San Francisco , IT Service Desk Technician, Professions , San Francisco, California

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