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Job Summary:

The IT Service Desk Operator ( SDO ) is the first point of contact to properly document, report and potentially resolve all technology related issues for all users requiring technical assistance and support for a wide range of IT-related issues. The SDO troubleshoots, resolves, and escalates technical problems, through our Ticket Management system, ensuring a smooth and efficient resolution process.

The SDO position works as part of a team located on Metropolitan Campus and functions largely with daily direct supervision. The SDO will handle incoming tickets sent via the University’s Ticketing portal, the Service Desk email account or by calls not handled via the university’s virtual assistant. The SDO will be trained on various systems that will enable them to resolve many tickets and will properly escalate higher level issues to other members of the IT organization. This position reports to the Director of IT Computing Services and receives directions and oversight of daily duties from the IT Services Desk Supervisor.

Required Qualifications:

PRINCIPAL DUTIES :

+ Provides first-line technical support to end-users via phone, email, walk in and SAMI , our self-service portal and ticket management system.

+ Creates and manages support tickets using a SAMI , ensuring accurate documentation of issues, solutions, and follow-ups.

+ Assists users with password resets and other authentication issues.

+ Troubleshoots, diagnoses and resolves issues pertaining to hardware, software, and network-related issues in a timely manner.

+ Escalates complex technical issues to higher-level IT teams or specialists when necessary.

+ Meets defined service level objectives.

+ Assists the IT Service Desk Supervisor with identifying gaps in University’s knowledge base that would enable more tickets to be resolved by virtual attendant.

+ Helps the IT Service Desk Supervisor in identifying large-scale issues and communicating those issues to necessary responsible parties within IT for quick resolution.

+ Maintains a high level of professionalism and customer service, ensuring all interactions are handled with courtesy and efficiency.

+ Contributes to the development and maintenance of internal knowledge bases and user documentation.

+ Monitors and tracks the progress of all open tickets to ensure timely resolution and closure.

+ Assists with IT onboarding processes for new students and staff through creation of their NetID.

+ Provides support for remote users as needed, ensuring consistent service across various work environments.

+ Collaborates with other IT team members to identify items for improving processes and increasing service efficiency.

+ Performs other work related duties as assigned.

Required Qualifications

1. Minimum of a Bachelor’s degree in Computer Science. Equivalent related experience may be considered in lieu of degree.

2. Industry certifications (i.e., A+, Network+, Security+, MCP ) are preferred.

3. Proven experience in a helpdesk or IT support role (2 years preferred).

4. Strong knowledge of common operating systems (Windows, macOS), troubleshooting of hardware, software and basic networking principles.

5. Experience with ticketing systems, remote desktop tools, and IT support software.

6. Knowledge of Asset Management and equipment lifecycles.

7. Knowledge of Change and Project Management.

8. Excellent problem-solving skills and attention to detail.

9. Ability to interface and communicate effectively with non-technical personnel, administrative users, staff, faculty and students, as well as professional Information Technology staff. Must possess strong analytical skills, excellent oral and written communicative skills, be a quick learner, self-motivated, patient, and be able to work in stressful situations. Initiative, creativity and decision making are required.

10. Ability to work in a fast-paced, customer-oriented environment.

11. Situational awareness regarding incidents, outages or other service disruptions.

12. Familiarity with Active Directory, Office 365, and common enterprise software tools is a plus.

13. Must be available to work flexible hours including occasional evening or weekend coverage, and work under time sensitive deadlines.

14. Ability to lift and carry equipment and supplies.

15. Valid driver’s license and accessibility to a car.

16. Employment is contingent upon a satisfactory background check. Candidates for hire will be required to sign a waiver authorizing the background check and produce a Social Security Card.

Status: Full-Time

Campus: Metropolitan Campus, Teaneck, NJ

Hiring Manager: Peter Mannarino

Department: Information Systems & Technology-Metro