* Monitor, prioritize, and assign tickets to team members to achieve the most efficient outcome.

* Reviews and manages the ticketing process to ensure agents follow ticket and troubleshooting standards.

* Document resolution activities, including tasks such as end-user communications, interactions with end-users, and ticket closure.

* Assist the team in achieving SLAs through proper ticket interactions and problem prioritization.

* Provide support to the service desk team and customers.

* Support operations using ITIL best practices.

* Participate in team meetings.

* Create support documentation, contribute to knowledgebase articles, and support continual process improvement.

* Act as the service desk team's first line of support for technical and process issues out of scope for Tier I agents.

* Trains and educates the technical support staff on products and processes.

* Promote and maintain positive customer relations.

* Review and assess team and individual performance and provides recommendations and feedback for improvement.

* Provides onboarding support for new hires and routine team training.

* Reports possible outages to management.

* Provide feedback to streamline Standard Operation procedures.

* Support in-office walk-ups and remote assistance while providing quality customer service.

* Other duties as assigned.

Minimum Qualifications

These are the job duties for required of the position

Education

* High School Diploma or GED required.

* Associate's degree in an IT-related field preferred.

* A+, HDI, ITIL certifications preferred.

Experience

At least three (3) years of experience in a help desk environment is required. Experience supporting a large Enterprise environment preferred.

Knowledge Skills and Abilities

* Committed to continual improvement processes and capturing lessons learned.

* Ability to foster a culture that values transparency and accountability.

* Excellent communicator and can motivate and inspire team members.

* Computer literacy in various applications, including Office 365, Teams, Zoom, Blackboard, etc.

* Ability to identify, troubleshoot, and resolve hardware and software problems.

* Ability to adapt and prioritize work independently in a dynamic environment.

* Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.

* Should be able to identify symptoms for process improvement.

* Ability to work independently with minimal guidance and supervision.

Conditions of Employment

This position is Title III grant-funded. Employment is subject to available funding.

Please be advised, COVID-19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University. This protocol is subject to change.

Other

Non-Union Position.

Bowie State University offers an excellent benefits package! This includes tuition remission, including eligible dependents, choice of medical/vision plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.