Specialist II, IT Support

Job DetailsJob Location: OSC Utah - Salt Lake City, UT 84111The IT Coordinator role collaborates with internal and external clients and system users across all College functions.  This role is responsible for the fulfillment of technical service requests and response/diagnosis of technical incidents. The IT Coordinators make up the IT Helpdesk team that enables day-to-day technical operations across the College to ensure consistent and smooth operations by providing expertise to common systems and software.  This role contains multiple tiers of escalating benefits and responsibilities.  Serve as initial point of contact for Collaborators to navigate IT requests and challenges.  Effectively communicate with a remote workforce via phone, email, chat, and other collaboration tools.  Fulfill hardware, software, and access requests from Collaborators with an emphasis on delivering outstanding customer service.  Troubleshoot hardware software, and access issues to either resolution or until such point that the issue requires escalation.    Thoroughly document work in the ITSM tools to maintain transparency and provide necessary context for future research.  Embrace and engage in training to further technical, troubleshooting, and customer service skills in order to provide ever-improving service to the organization and to advance your IT career.  Maintain inventories of IT assets.   Aid in security audits and security events.  Provide feedback on IT systems and processes to ensure Nightingale systems are serving its Collaborators effectively and providing value to the organization.  Provide regular feedback on knowledge management systems.    Fulfill requests and resolve issues requiring assistance primarily with environmental or contextual components.  Serve as an escalation point for challenging or urgent Collaborator needs.  Take ownership of this work and see it through to conclusion or until further escalation is required.  Provide aid and training for Tier 1 technicians.  Help them to build their skills as you build yours.  Participate actively in Knowledge Management processes, building new and revising existing documentation.  Contribute to project work, ensuring that this work is balanced with conventional tasks Qualifications Associates degree in technology related subject or 2-4 years of equivalent work experience  Training in vocational schools, related on-the-job experience with technology and troubleshooting  Related IT certifications are desirable  Familiarity with ITIL framework preferred