Service Desk Agent

Service Desk Agent

Preferred Qualifications:
Advanced Degree. Experience working in higher education or a government entity. Working knowledge of two-factor authentication. Experience with a ticketing system, such as ServiceNow or TeamDynamix. Experience with remote support tools such as Beyond Trust or ScreenConnect.

Brief Description of Duties:
The Service Desk Agent will serve as the first point of contact for end-users seeking technical assistance and will mainly be providing Tier 1 support in Customer Engagement and Support to end-users. This individual will be assisting users exclusively over the phone and via email with computer issues; therefore, exceptional listening and questioning skills are essential. Tier 2 support is provided on an as-needed basis. Strong organizational and time management skills with exceptional attention to detail, and strategic and analytical thinking skills with an ability to solve problems and make effective decisions is essential. The Service Desk Agent is expected to provide excellent customer service utilizing clear verbal and written communication.

• Provide 1st and 2nd level technical support for end users for university owned hardware, software, peripherals and mobile technology via phone, email, Google & IVY chat or in person. This includes but is not limited to diagnosing various operating systems and application issues, as well as hardware related problems as needed.
• Research and document resolutions to technical support issues in the departmental knowledgebase and ticket system. In addition, the incumbent will be required to research and understand new technologies as they develop in order to make recommendations for improving the computing experience of the campus community.
• Responsible for acting as an escalation and troubleshooting support for the Customer Engagement and Support student assistants as they diagnose and repair technical related issues.
• Maintaining service desk metrics. These include first call resolution, time to resolution, abandon rates and customer satisfaction ratings.
• All other duties as assigned.

Special Notes:
This is a full-time appointment. FLSA Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.

For this position, we are unable to sponsor candidates for work visas.

SUNY implemented a hybrid telecommuting pilot program. This position has been approved to participate in the pilot, which allows for up to 5 remote days per pay period

Resume/CV and cover letter should be included with the online application

Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.

If you need a disability-related accommodation, please call the university Office of Equity and Access (OEA) at (631) 632-6280 or visit OEA.

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The starting salary range (or hiring range) to be offered for this position is noted below, it represents SBU’s good faith and reasonable estimate of the range of possible compensation at the time of posting.