IT Tech 1 - Asset Management presso Saint Louis University

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.