The Department of Information Technology Services at West Virginia University is currently accepting applications for a Service Desk Technician.

About the Opportunity

This is a tier 1, front line position at the Service Desk. They are the interface between the customer and ITS. They assist the customers with incident resolution or getting their service request fulfilled. This is a remote worker position who communicates via phone or an electronic interface.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays ( staff holiday calendar )
• 15 annual leave (vacation) days per year ( employee leave )
• 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information ? Check out retirement health insurance benefits, retirement income, and FAQ’s.
• Wellness programs

Starting wage : $19.00 per hour.

Shift: We are hiring for the following shifts:

Sunday - Wednesday shift – Sunday 12 p.m. – 8 p.m. (30 minute lunch); Monday – Wednesday 9 a.m. – 8 p.m. (1-hour lunch break) – all times EST / EDT

Monday - Friday shift – 8:00 a.m. - 4:30 p.m. (1-hour lunch break) – all times EST / EDT

What You'll Do

Technical Support

• Incident Resolution: Delivers telephone-based or electronic support to WVU community including, students, faculty, administrators, staff located in Morgantown as well as satellite campuses in Charleston, Parkersburg, Keyser, Beckley and each of the 55 WVU Extension offices. Provides first-level technical support for numerous software applications including, but not limited to Microsoft Office, email systems, and software specifically designed for WVU such as, MAP, MIX and Star/Banner, eCampus, including WVU wireless networking support.
• Provides on-site information technology support to WVU administrators and staff who are experiencing a wide variety of needs ranging from software installation and configuration to complex problem resolution.

Skills Currency

• Maintains currency on advancements and changes in supported applications, general computer technology and in the ITIL best practices framework. Seeks and embraces opportunities to enhance existing skillsets. May be required to acquire additional specialties when practicable.
• Other duties as assigned.

Pay Grade: 15

• Associate degree in computer science or a related field or equivalent combination of education and experience
• A minimum of two (2) years of experience in each of the following:
  • Technical experience in a computer-related customer support field
  • Customer Service
• Any equivalent combination of related education and/or experience will be considered.
• All requirements must be met by the time of employment.

Knowledge, Skills, & Abilities

• Must be able to provide advanced support for various hardware platforms, operating systems, and software packages.
• Complex problem-solving skills and excellent research skills are required.
• Must be able to articulate clearly and concisely to a wide variety of multi-cultured users.
• Excellent customer service is essential.
• The candidate must be courteous, display a positive attitude and a genuine concern for the end user.
• Must be able to pay attention to detail, work independently as well as part of a team; be dependable, discreet, and trustworthy. Must work closely with other SD staff on maintaining required ITSM skillsets.
• The incumbent must be courteous, display a positive attitude and a genuine concern for the computer user.
• Must have the knowledge and ability in how to use tracking software, preferably the current ITSM tool, to process problem tracking, resolution, and responses for a Service Desk environment.