The role of a service desk technician (SDT) is to consistently deliver excellent technical support in a customer focused environment. The ideal candidate will accept ownership for resolving technical issues, and be able to maintain customer satisfaction while adhering to established service level agreements (SLA).

Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in person.Use established communication protocol, and resolution procedures to provide a consistent experience to all end-users.Create service ticket for all end-user requests whether they are resolved immediately, or moved to a specialized work queue. Use documented technical resolutions, and ensure newly established technical resolutions are well documented to maintain consistency across the team. Escalate service requests to level two support via ticket system when appropriate.Install and configure a wide variety of hardware/software for end-users.Support campus wide computer rollouts.Setup new end-user accounts, and resolve password issues. Provide prompt and accurate feedback to end-users., Educate end-users on university IT policies.Assist end-users with backing up computer data.Maintain SLA by prioritizing and completing all assigned service tickets.Share information and work collaboratively with other members of the LITS team.The above statements describe the job’s essential responsibilities and requirements. They are not an exhaustive list of the duties that may be assigned to job incumbents.