IT Tech 1 - Asset Management

Who is Saint Louis University? Founded in 1818, Saint Louis University is one of the nation's oldest and most prestigious Catholic universities. SLU, which also has a campus in Madrid, Spain, is recognized for world-class academics, life-changing research, compassionate health care, and a strong commitment to faith and service.

JOB SUMMARY

The IT Technologist I provides software, hardware and network support for clinical and University systems. This position assists customers with questions about supported software, hardware, and network platforms via on-site visits, telephone interactions, emails, or walk-ins. This position resolves problems involving the use of diagnostic tools, troubleshooting and problem-solving methodologies, and documents all customer contact during the service request problem-solving process, including all successful and unsuccessful decisions made and actions taken. Additionally, the IT Technologist I installs and configures new software and hardware, and provides guidance on said technology.

This role is fully on site in St. Louis, MO Monday-Friday.

PRIMARY JOB RESPONSIBILITIES

• Delivers service and support to end-users via remote connection, over the Internet, or in-person

• Assists all customers with any of our supported software and computing platforms in a professional and courteous manner; includes Classroom Technology Support

• Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services

• Diagnoses and resolves technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP, and more

• Follows standard processes, procedures, and policies

• Applies diagnostic utilities (when required) to aid in troubleshooting

• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in incident resolution

• Researches required information using available resources

• Documents all customer contact during the service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken up to final resolution

• Performs post-resolution follow-ups to service requests; verifies that customer is aware of resolution

• Follows a planned professional development program; maintains continual growth in professional skills

• Offers alternative solutions where appropriate with the objective of maintain a positive customer relationship

• Organizes ideas and communicate verbal messages appropriate to listeners and situations

• Stays current with system information, changes and updates

• Performs other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of customer service principles and practices

• Knowledge of relevant software computer applications and equipment

• Strong troubleshooting skills and desire to resolve issues

• Exceptional customer service and communication skills

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills; with an emphasis on proper phone etiquette

• Strong documentation skills

• Analytical and problem-solving skills

• Keen attention to detail

• Ability to multi-task and work under high pressure situations

• Ability to absorb and retain information quickly

• Ability to present ideas in user-friendly language

MINIMUM QUALIFICATIONS

• High School Diploma or the equivalent

• Two or more years of relevant work experience

PREFERRED QUALIFICATIONS

• Bachelor's degree in information technology, computer science, or a closely related field

• Direct experience working as an IT Service Desk Analyst

Function

Scheduled Weekly Hours:

Saint Louis University is an equal opportunity/affirmative action employer. All qualified candidates will receive consideration for the position applied for without regard to race, color, religion, sex, age, national origin, disability, marital status, sexual orientation, military/veteran status, gender identity, or other non-merit factors. If accommodations are needed for completing the application and/or with the interviewing process, please contact Human Resources at 314-977-5847.