STRS Ohio, STRS

The State Teachers Retirement System of Ohio (STRS Ohio) is seeking an Information Technology, Student (ITS Service Desk) to join the ITS Service Center team.

Established in 1920 and serving Ohio’s educators, STRS Ohio is one of the nation’s largest retirement systems, serving over 500,000 active, inactive, and retired public-school teachers, and university faculty members, managing approximately $95.3 billion in assets as of June 30, 2024, and paying more than $7 billion in benefits annually.

At STRS Ohio, you can experience rewarding work in a professional, business casual work environment. We welcome, celebrate, and promote respect for everyone. We are continually seeking bright and talented individuals to join our team.

Compensation:

Salary: $25.00/hour

Work Schedule:

25-29 hrs. per week based on school schedule.

General Summary:

Under the direction of the supervisor, Client Services, perform general tasks aiding in the ongoing support for the ITS Service Center.

Summary of Responsibilities:

• Assist with walk-in, telephone calls or web-based consulting and tier one troubleshooting for both hardware and software.

• Under guidance of the supervisor, Client Services, or service center technicians, assist with inquiries from all of the above sources, establish record with details of technical issue and assign or route calls using incident management software.

• Analyze, troubleshoot (e.g., identify hardware conflicts; manage memory allocation; determine performance issues using system tools), complete various State Teachers Retirement System of Ohio (STRS Ohio) application configurations, and resolve customer issues and inquiries with precise information following defined departmental procedures. Follow up with customer(s) to ensure complete satisfaction and closure.  If resolution is not achievable, provide sufficient information to tier two support with supervisor guidance.

• Review daily tasks, customer follow up and overall workload with Service Desk team member(s) or supervisor to establish a strategic approach to ensure workload is monitored and contained on a daily.

• Follow established procedures for hardware, software, system, and customer support. Review and update existing documentation as defined by supervisor.

• Assist with managing ITS assets to accurately account for asset movement following STRS Ohio standards.

• Maintain professional and technical knowledge by reviewing daily reports and monitoring production status.

The above list of duties is intended to describe the general nature and level of work performed by persons assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the persons so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of associates under supervision.

Summary of Qualifications:

• College student currently pursuing a career in computer science or a business-related field   preferred.

• Previous work experience preferred.

• Proven experience with PCs, peripherals and Windows-based operating system required.

• Proven experience with desktop productivity applications such as MS Office and MS Windows required.

• Ability to work with and preserve confidential information required.

• Above-average oral and written communication skills required.

• Interpersonal skills necessary to deal effectively and courteously with internal and external contacts.

• Above-average organizational skills and a high degree of accuracy and attention to detail required.

• Proven ability to operate Microsoft Office programs and standard office equipment required.

• Ability to work independently and in a team environment while meeting deadlines with minimal direct supervision required.

• Considerable standing, walking, bending, and ability to lift objects weighing up to 75 pounds required.

• Excellent work record of attendance, punctuality, and the ability to maintain a flexible work schedule to meet business needs. Occasional evening, weekend and non-regular work hours may be required.