Bowie State University Employment Opportunities IT Service Desk Lead
IT Service Desk Lead
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Posting Details
Job Specification Information
Job Posting Number S354NE
Position Title IT Service Desk Lead
Class Title Staff
Regular or Contingent II Contingent II (more than 6 mos)
Desired Start Date
FLSA Non-Exempt
Grade/Range $50,000 - $60,000
Open Date 02/01/2024
Close Date
Open Until Filled Yes
Duties and Responsibilities
Monitor, prioritize, and assign tickets to team members to achieve the
most efficient outcome.
Reviews and manages the ticketing process to ensure agents follow ticket
and troubleshooting standards.
Document resolution activities, including tasks such as end-user
communications, interactions with end-users, and ticket closure.
Assist the team in achieving SLAs through proper ticket interactions and
problem prioritization.
Provide support to the service desk team and customers.
Support operations using ITIL best practices.
Participate in team meetings.
Create support documentation, contribute to knowledgebase articles, and
support continual process improvement.
Act as the service desk team's first line of support for technical and
process issues out of scope for Tier I agents.
Trains and educates the technical support staff on products and processes.
Promote and maintain positive customer relations.
Review and assess team and individual performance and provides
recommendations and feedback for improvement.
Provides onboarding support for new hires and routine team training.
Reports possible outages to management.
Provide feedback to streamline Standard Operation procedures.
Support in-office walk-ups and remote assistance while providing quality
customer service.
Other duties as assigned.
Minimum Qualifications
These are the job duties for required of the position
Education
High School Diploma or GED required.
Associate's degree in an IT-related field preferred.
A+, HDI, ITIL certifications preferred.
Experience At least three (3) years of experience in a help desk environment is required. Experience supporting a large Enterprise environment preferred.
Knowledge Skills and Abilities
Committed to continual improvement processes and capturing lessons
learned.
Ability to foster a culture that values transparency and accountability.
Excellent communicator and can motivate and inspire team members.
Computer literacy in various applications, including Office 365, Teams,
Zoom, Blackboard, etc.
Ability to identify, troubleshoot, and resolve hardware and software
problems.
Ability to adapt and prioritize work independently in a dynamic
environment.
Must be able to instruct, direct, guise, and share information with
technical and non-technical personnel.
Should be able to identify symptoms for process improvement.
Ability to work independently with minimal guidance and supervision.
Conditions of Employment This position is Title III grant-funded. Employment is subject to available funding.
Please be advised, COVID-19 vaccinations are not required but encouraged for
faculty and staff to be employed at Bowie State University. This protocol is
subject to change.
Other Non-Union Position.
Bowie State University offers an excellent benefits package! This includes
tuition remission, including eligible dependents, choice of medical/vision
plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental,
prescription, life insurance, and training and development.
Posting Detail Information
Special Instructions to Applicant
Quick Link for Internal Postings https: // bowiestate.peopleadmin.com/postings/2833
Pass Message
Fail Message
Supplemental Questions
Required fields are indicated with an asterisk ().
Do you have a high school diploma or GED?
Yes
No
Do you have a minimum of two (2) years of experience in information security or a related field?
Yes
No
Do you have A+, Net+ or ITIL v3 Foundations certifications?
Yes
No
Applicant Documents
Required Documents
Resume
Cover Letter/Letter of Application
Optional Documents
Letter of Reference 1
Letter of Reference 2
Letter of Reference 3
