Service Desk Associate Job 2024 Full Time

Job Summary:

Does this describe you?

Do you thrive in a fast-paced work environment? Are you a critical thinker who enjoys learning through experience and solving problems? Do you want to be the superhero that saves the day? We are looking for someone to provide remote technical support for staff, students, and faculty. If you have exceptional interpersonal skills, and technical abilities to build good relationships and provide outstanding customer service working with others, then we want to know more about YOU!

We are looking for a Service Desk Associate to provide remote IT support for the CU Denver | Anschutz campus. You will be providing assistance to end users via chat, phone, and email, and the range of duties vary making every day energizing and new. Here are examples of the types of things you may encounter on a typical day:

• Actively contribute to OIT Service Desk’s support functions, including phone, email, and chat. Support areas include, but are not limited to:
• Accounts and Access: Fulfil requests and manage incidents including password resets, account unlocks, and identity management.
• Messaging and Calendars: Fulfil requests and resolve issues related to the Microsoft 365 email system, calendar sharing, and related applications.
• Learning Management Systems: Fulfil requests and manage incidents including course enrollments, mergers, and features.
• Phones and Internet: Fulfil requests and manage incidents including phone and network configuration, changes, and moves.
• Security: Fulfil requests and manage incidents including compromised accounts, encryption, and phishing and spam.
• Software and Applications: Fulfil requests and manage incidents including software installation, configuration, and troubleshooting.
• Remote Access: Fulfil requests and manage incidents including VPN access, and remote desktop computing access.
• Server and Storage Support: Fulfil requests and manage incidents including network drive access, mapping, and troubleshooting.
• This position is responsible for exercising judgement to determine if and when to escalate tickets to the appropriate resource for further assistance.
• Engage in high-level problem-solving activities to diagnose and troubleshoot complex technical issues and provide innovative solutions to meet customers’ needs.

On-Call Duties:

The on-call, after-hours service desk professional on duty must be familiar with basic Service Desk functions and be able to provide Tier I remote/phone support. These duties rotate among the full time Service Desk staff.

Work Location:

Remote/Hybrid/Onsite- This position is eligible for full-remote, hybrid, or on-site working locations. The work schedule will be based around core working hours in Colorado Mountain Time. For fully-remote option, applicants must reside within the United States.

Why Join Us:

Information Strategy and Service (ISS) is a large department that encompasses the Office of Information Technology (OIT), Information Security and IT Compliance (ISIC), Enterprise Architecture (EA), and Information, Data Empowerment and Analytics (IDEA). In Information Strategy and Services (ISS) we emphasize six key principles that connect our teams and ensure our success:

• Curiosity- Explore beyond one’s own experience and environment.
• Compassion- Demonstrates empathy, understanding, and respect for all people.
• Collaboration- Partner well beyond our space and build partnerships to achieve organizational results.
• Commitment- Dedication and engagement one has to their job, team, organization and university.
• Competence- Know our craft and be committed to continuous improvement and learning.
• Confidence- Be empowered and assured to represent our customers and their needs.

In OIT we value our team members and strive to achieve work life balance, inclusivity, and a FUN working environment. Click HERE to view testimonials from OIT Employees about why they enjoy working for OIT! Click here to find out more about the Office of Information Technology

We improve lives by enabling our University mission of education, research, healthcare, and community engagement through information technology services. We facilitate collaboration, improve data integrity, increase secure access to information and technology, and provide exceptional customer-centric service using our skills, talents, and passions.

Active investment in our culture and our people is foundational in developing and delivering service excellence. To cultivate a people centric workplace, we do the following:

• Invest in inclusive leadership to promote belonging and integrate DEI into daily operations
• Focus on employee wellness
• Provide effective coaching and foster continuous learning & development
• Offer flexible work arrangements when possible

Click here to find out more about OIT’s Culture

Why work for the University?

We have AMAZING benefits and offer exceptional amounts of holiday, vacation and sick leave! The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options
• Dental: Multiple plan options
• Additional Insurance: Disability, Life, Vision
• Retirement 401(a) Plan: Employer contributes 10% of your gross pay
• Paid Time Off: Accruals over the year
• Vacation Days: 22/year (maximum accrual 352 hours)
• Sick Days: 15/year (unlimited maximum accrual)
• Holiday Days: 10/year
• Tuition Benefit: Employees have access to this benefit on all CU campuses
• ECO Pass: Reduced rate RTD Bus and light rail service

There are many additional perks & programs with the CU Advantage.

Diversity and Equity:

The University of Colorado Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnically minoritized individuals, persons with disabilities, persons within the LGBTQ+ community and all veterans. In addition, the Anschutz Campus has also been recognized as an Age-Friendly University. The University of Colorado is committed to diversity and equality in education and employment.

Qualifications:

Minimum Qualifications:

• A bachelor’s degree in computer science, management/computer information systems, computer engineering, information technology, business, communication, education, or a directly related field from an accredited institution.
  • SUBSTITUTION: Experience in the field of customer service, information technology, or education may be substituted on year for year basis for the degree. An Associate Degree with two year’s work experience can be substituted for the degree.
• 0-1 years of professional level experience

Applicants must meet minimum qualifications at the time of hire.

Preferred Qualifications:

• Experience troubleshooting current Windows and Mac operating systems.
• Experience using remote computer access or maintenance software.
• Experience troubleshooting Tier I technical problems over the phone.
• Experience using Service Desk ticketing software.
• Experience using Active Directory.

Knowledge, Skills and Abilities:

• Excellent customer service, interpersonal, and communications skills.
• Excellent organization and time management skills.
• Excellent high-level problem-solving activities to diagnose and troubleshoot complex
• technical issues and provide innovative solutions to meet customers’ needs
• Proven ability to adapt to changing conditions to meet customer support needs.
• Able to coordinate and resolve complex issues involving numerous stakeholders.
• Able to work independently as well as a member of a team.
• Capable of exhibiting the ISS values –
• Curiosity, Compassion, Collaboration, Commitment, Competence, Confidence
• Proven ability to exercise judgement to determine if and when to escalate tickets to
• the appropriate resource for further assistance.
• Curiosity, motivation, and a desire for continuous learning

How to Apply:

We value the thoughts you put into a Cover Letter and would like to see your

Resume, and List of References. For full consideration, please submit the following document(s):

Questions should be directed to: ISS Human Resources, iss-humanresources@cuanschutz.edu

Screening of Applications Begins:

Applications will be accepted until August 21, 2024.

Anticipated Pay Range:

The starting salary range (or hiring range) for this position has been established as

$50,000 – $52,740.

The above salary range (or hiring range) represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting. This position may be eligible for overtime compensation, depending on the level.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.

Total Compensation Calculator:

ADA Statement:

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at hr.adacoordinator@cuanschutz.edu.

Background Check Statement:

The University of Colorado Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.

Vaccination Statement:

CU Anschutz strongly encourages vaccination against the COVID-19 virus and other vaccine preventable diseases. If you work, visit, or volunteer in healthcare facilities or clinics operated by our affiliated hospital or clinical partners or by CU Anschutz, you will be required to comply with the vaccination and medical surveillance policies of the facilities or clinics where you work, visit, or volunteer, respectively. In addition, if you work in certain research areas or perform certain safety sensitive job duties, you must enroll in the occupational health medical surveillance program.