IT Service Center Specialist

Responsibilities

• Provide frontline technical support to students, faculty, and staff via phone, in person, or through remote management tools
• Troubleshoot computer issues and assign service requests to appropriate departments
• Resolve technical issues at the first level by guiding customers through troubleshooting steps
• Provide just-in-time technical support for campus learning spaces
• Assist with service center operations, including test scoring within agreed-upon SLAs
• Document processes, policies, and procedures in a timely manner

Requirements

• High school diploma or equivalent
• Two or more years of customer service experience
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Ability to manage multiple tasks and priorities under pressure

Preferred Qualifications

• Two years of experience in a technical support role or an Associate's degree
• Prior experience using customer relationship management (CRM) or work order ticketing systems
• Knowledge of Windows and Mac operating systems
• Experience with Knowledge Centered Support and basic understanding of ITIL best practices
• Previous experience providing IT support in a higher education environment

Benefits

• Comprehensive health and dental insurance
• Retirement plans
• Paid vacation and holidays
• Tuition assistance

About the Company

The University of Dayton is a Catholic, Marianist institution committed to the dignity of every human being. We seek to increase diversity in all its forms and model inclusion across our campus community.