Rhode Island School of Design (RISD) seeks a collaborative and savvy professional to join our vibrant, diverse community as the Senior Service Desk Specialist in the Information Technology Services department (ITS).
The Senior Service Desk Specialist provides on-premise and remote technological and informational support to the RISD community. Senior Service Desk Specialists are the community's first point of contact to inquire about or request technological support and services offered by RISD's Information Technology Services team. This position uses analytical questioning to identify and document the inquiry or reported issue with the goal of resolving issues on the first contact. This role uses the request management and problem ticketing system to document the solution or escalate to an appropriate application or service subject matter experts for resolution. The Senior Service Desk Specialist will provide support on campus-wide software applications and services; provide guidance, training, and educate the community about core, campus-wide solutions, and operations. As well, this position provides excellent customer service and ensure requests for services are resolved in a timely manner. The Senior Service Desk Specialist serves as the information specialist for campus-wide solutions, contact specialists, and operations. This position identifies and escalates to the Service Desk Manager any concerns or conflicts with issues or operations and brisng forth suggestions or possible solutions.
Answer, evaluate and prioritize incoming requests via email, phone, chat, and walk-ins from the RISD Community pertaining to core, campus-wide supported services and operations (e.g. Remote work and learning, Video Conferencing, Student Information System, Digital Ecosystem, Learning Management Systems (LMS) and remote labs to name a few). Submit and process all calls through the request management system.
Analyze requests and quickly arrive at a solution or escalate to appropriate application or service expert. Gather pertinent information for requests that require escalation.
Answer questions regarding core, campus-wide procedures and operations using the internal, on-line knowledge base and campus websites for resolutions and/or frequently asked questions.
Maintain internal on-line knowledge base. When referencing internal knowledge, confirm information exists and is current and/or notify appropriate content experts if a change is needed.
Maintain knowledge of and experience in request management software along with core, campus-wide applications and services.
Assist the IT Communications and Training Specialist by providing content suggestions and edits for user documentation and procedures.
Participate in projects in a testing capacity where needed.
Provide basic training to the RISD Community on supported application and services via Desk Side Coaching.
Associate's Degree or equivalent combination of education and experience in a technology support related field (preferably in higher education). 3 -5 years of Technical Service Desk experience required. Advanced technology support experience preferred. Familiarity with supported hardware and software applications offered through RISD. Excellent customer service skills, organizational skills, and verbal and written communication skills. General knowledge of computing and networking environments and a demonstrated ability to work in a technical environment.
Other qualifications include:
Thorough understanding of technology infrastructure and operations
Experience with supported software on both Windows & Macintosh platforms
Experience with request management software
Knowledge and experience in multi-media, content management, and learning management systems
Good technical aptitude and analytical skills
Conceptual understanding of networks and network infrastructure
Interact effectively with a diverse population with the ability to support users from all levels of experience
Ability to multi-task
Ability to work independently or as a member of a team
40 hours per week, 12 months per year
Documents Needed to Apply:
Incomplete applications will not be considered. Please upload all required documents.
The successful candidate will be required to meet our pre-employment background screening requirements.
RISD recognizes diversity and inclusivity as fundamental to its learning community and integral to an art and design education. We welcome candidates whose experience has prepared them to contribute to our commitment to diversity and excellence. RISD is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetics, or any other protected characteristic as established by law.
For internal use only - Job Family:
Information Technology Services
Internal Number: R-00542
About Rhode Island School of Design
Rhode Island School of Design (RISD), founded in 1877, is a fine arts and design college located in Providence, Rhode Island. Enrolling about 2000 undergraduates and 400 graduate students from across the United States and 55 other countries, RISD offers 16 undergraduate majors and 16 graduate majors, and is ranked annually by U.S. News & World Report as one of the top art and design schools in the United States. RISD’s rigorous education encourages creative experimentation and intellectual risk-taking, challenging students to question their approach to art making through critical thinking. There are over 90,000 works of art in the RISD Museum, which houses a collection of fine and decorative art objects. The first public galleries opened in 1893. The RISD Library is one of the oldest independent art college libraries in the country with more than 150,000 volumes and 380 periodical subscriptions which offer unusual depth and richness in the areas of architecture, art, design, and photography. The RISD campus is contiguous with the campus of Brown University and the two institutions share social, academic, and community resources.RISD recognizes diversity and inclusivity as fundament...al to its learning community and integral to an art and design education. We welcome candidates whose experience has prepared them to contribute to our commitment to diversity and excellence. RISD is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetics, or any other protected characteristic as established by law.