SERVICE DESK SPECIALIST - TechWish : Job Details

Description:The University of Minnesota's (UMN) Office of Information Technology (Client) seeks a voice and data consultant. This position will provide an opportunity to work with multiple groups in the Office of Information Technology and customers across the University. This position will focus on supporting the voice and data network but may lead to exposure and training in other areas of IT support. This is a full-time contract position that we anticipate lasting 24 months. Required Qualifications:

• Bachelor's degree in a related field OR a combination of education and relevant work experience to total four years.
• Excellent customer service skills.
• Strong written and oral communication skills.
• Demonstrated ability to work cooperatively in a cross-functional team environment.

Preferred Qualifications:

• Previous experience supporting voice, data networks, and telecommunication consulting.
• Knowledge of Call Center design and implementation, including auto-attendants, ACD's, and routing policies.
• Experience provisioning, configuring, and maintaining a Private Branch Exchange (PBX) phone system and Voice over Internet Protocol (VoIP) phone system.
• Proficiency with multiple operating systems.
• Self-directed individual with impeccable attention to detail.
• Ability to learn new computer applications quickly.
• Strong troubleshooting abilities.

Duties/Responsibilities:

• Consult with customers and assist users with inquiries related to the network
• Assess user technical needs in voice and data communications and provide technology solutions.
• Explain the features and costs of various services and arrange to deliver appropriate technical services.
• Track requests and correspond with customers via an enterprise ticketing system.
• Assist customers with billing and database issues.
• Serve as an escalation point for staff regarding sensitive, unresolved and/or complex voice and data network services-related issues.
• Provision, configure, troubleshoot, and maintain:
  • Network switches and ports
  • Voice lines and equipment
  • Call center features, such as Automatic Call Distribution (ACD), Auto Attendants (AA), and reporting.
• Monitor incident resolution to meet service level expectations.

• Create, document, and implement new solutions for our knowledge base.
• Continually build knowledge of new products and service offerings to provide practical advice and guidance to users.
• Perform a variety of special projects, including but not limited to voice and data usage reporting, documentation, sharing of information, and training of peers to maintain skill levels relative to current and emerging technologies.