JOB SUMMARY (OVERVIEW):

Provide professional on-premise and remote technological and informational support to the RISD community. Service Desk Specialists are the community’s first point of contact for inquiries about or requests for technological support and services provided by RISD’s Information Technology Services team. Through analytical questioning, identify and document the inquiry or reported issue to resolve issues on first contact. Use the request management and problem ticketing system to document the solution or escalate to the appropriate application or service subject matter experts for resolution. Service Desk Specialists provide support on campus-wide software applications and services. Provide guidance, training, and education to the community on core, campus-wide solutions and operations. Provide excellent customer service and ensure requests for services are resolved promptly. Serve as the information specialist for campus-wide solutions, contact specialists, and operations. Identify and escalate any concerns or conflicts related to issues or operations to the Service Desk Manager, and propose potential solutions or suggestions.

ESSENTIAL FUNCTIONS/DUTIES:

• Answer, evaluate and prioritize incoming requests via email, phone, chat and walk-ins from the RISD Community about core, campus-wide supported services and operations (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 the appropriate application or service expert. Gather pertinent information for requests that require escalation.

• Answer questions regarding core, campus-wide procedures and operations by utilizing the internal online knowledge base and campus websites for resolutions and/or frequently asked questions.

• Maintain an internal online knowledge base. When referencing internal knowledge, verify that the information exists and is current, and notify the relevant content experts if any changes are required.

• Maintain knowledge of and experience with request management software, as well as 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 applications and services via Desk Side Coaching.

ADDITIONAL FUNCTIONS:

• Perform other user service support functions and complete special projects as assigned.

• Assist the IT Communications & Training Specialist with review and editing of emergency, broadcast, and general communications.

JOB QUALIFICATIONS/SPECIFICATIONS KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED:

Associate’s degree or equivalent combination of education and experience in a technology support- related field, preferably in higher education.

3 -5 years of Service Desk experience required. Advanced technology support experience preferred. Familiarity with supported hardware and software applications offered through RISD. Excellent customer service, organizational, verbal, and written communication skills. General knowledge of computing and networking environments, with a demonstrated ability to work effectively in a technical environment. Other qualifications include the ability to

• 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

• Have good analytical skills

• Good technical aptitude

• Have a good conceptual understanding of networks and network infrastructure Interact effectively with a diverse population: ability to support users from all levels of experience

• Customer service oriented

• Must be able to multitask

• Work independently or as a member of a team

Union: 

Yes; Technical Association

 

Work Schedule:

40 hours per week, 12 months per year

Work Modality

Hybrid Eligible

Employment Status: 

Full-time, Non-Exempt

 

Grade:

835NE

Documents Needed to Apply:

Resume

Cover Letter

Salary Grade Structure

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