IT Service Desk Representative
Position Description
As a Part-Time IT Service Desk Representative at Biola University, you will serve as the primary point of contact for IT service requests, incidents, and problems, catering to the technology needs of the Biola community. Your role encompasses answering routine technical inquiries, offering initial service and support, diagnosing incidents, creating and gathering information for work tickets, and managing equipment check-in and check-out procedures.
Alignment with Theological Positions
The person who fills this position must personally agree with Biola’s Articles of Faith and be supportive of the positions taken by Biola as contained in its Statement of Biblical Principles and Eschatology Teaching Position. As such, this person may not speak against or act in a manner inconsistent with these positions during the course of their employment at Biola.
Department
Information Technology
Supervisor
This position reports to the Manager of IT Services.
Educational Requirements
A B.A. or B.S. degree is preferred.
Technical training and certifications will be provided as needed.
Work Requirements
One year of customer service experience is preferred.
Six months of experience working in a technical environment is also preferred.
Essential Duties
Client Service
Monitor support requests through various channels, including a call center, emails, and walk-in requests.
Act as the initial point of contact for technical service and support, representing IT professionally and maintaining a positive attitude and appearance.
Communicate clearly and promptly with clients, demonstrating the ability to remain professional under pressure.
Independently address client needs, following established procedures for initiating and fulfilling IT service requests.
Technical Support
Provide initial technical support for university incidents and problems through on-site, phone, and email assistance.
Ensure timely response to support calls and emails, following procedures for tracking equipment and diagnosing technical incidents.
Interact with clients to document symptoms and determine the likely cause of malfunctions, implementing basic troubleshooting techniques when appropriate.
Escalate incidents and problems in a timely manner when necessary.
Technology Familiarity
Maintain knowledge of standard technologies used at Biola, including:
Operating systems
End-point and web-based software applications
End-point hardware (e.g., monitors, computers, printers)
Print and copy systems
Classroom technology
Basic network configuration and function
Perform any other duties as assigned by the Manager of IT Services.
Maintain a lifestyle in consonance with sound Christian principles and those promulgated by the institution. Participate in the spiritual growth, development, care and support of other employees.
Required Skills/Qualifications
Effective oral and written communication skills, along with strong administrative skills.
Active listening to understand others’ needs and respond effectively.
Handling sensitive information with discretion.
Possession of a current California driver's license.
Ability to lift objects weighing up to 25 pounds to waist height.
Hours Per Week: 25
Months Per Year: 12
Hiring Range: $24.00 - 25.50 per hour