IT Service Desk Associate

Under direct supervision, responsible for providing procedural or operating assistance and support to faculty, staff and students for all Information Technology applications, products and services. Complex and/or high priority problems are elevated to specialized support groups within IMS for resolution when needed. Responsible for ensuring that an effective solution is provided to the user.

• Provides first level support for all IMS related services to include general operator type services (i.e. routing of phone calls throughout the university), answering user questions, troubleshooting technical problems, teaching or instructing customers on the basic functions of supported software applications or hardware functionality, and communicating IMS policy. 
• Serves as the campus operator by routing incoming calls to the appropriate person and/or department. 
• Determines the most effective manner to resolve the client's technical issue and properly escalate unresolved issues to the next level of support. 
• Consults with IT Specialist when necessary. Creates tickets on behalf of the customer for all technical problems reported. 
• These tickets will be entered into the IMS ticket system and contain all pertinent information regarding the issue and the steps taken to resolve or tried before escalating to the next level of support. 
• Provides status updates to customers on their tickets submitted to IMS. 
• Verifies knowledge base articles to ensure they are accurate. 
• Performs all other duties as assigned.

• Knowledge of current computing, networking and communications systems and ability to perform effectively with an understanding of institutional policies and activities. 
• Familiarity and ability to operate a wide range of standard office automation products and equipment. 
• Strong analytical skills and ability to problem solve and troubleshoot hardware and general IT issues. 
• Ability to learn and support new technologies and work with teams to provide input on improvements to existing processes and systems. 
• Demonstrated ability to organize and coordinate work within schedule constraints and handle emergent requirements in a timely manner. 
• Strong verbal, written and interpersonal communication skills. Detail oriented with good organizational skills while balancing multiple priorities. 
• Ability to communicate effectively orally, by phone, in person and in writing.

EDUCATION:

• High School Diploma or GED required.

EXPERIENCE:

• None. Previous customer service, classroom technology or technical support experience is preferred.  

Benefits Overview

UT Health San Antonio offers an excellent benefits package for its employees. Employees who work at least 20 hours a week, with an appointment of at least 4.5 months, are eligible for benefits. 
Medical - UT SELECT Medical insurance is offered free for employees and administered by Blue Cross and Blue Shield of Texas. Family members can be added to the plan through payroll deduction. Employees and their dependents can also receive discounted copays and coinsurance when using UT Health Physicians, a network of 800 premier physicians including more than 100 specialists. 
Dental - Three dental insurance plan options are available for employees and their families through Delta Dental Insurance Company, two PPOs and one dental HMO plan. Both PPO plans allow employees to choose any licensed dentist. 
Vision - Fully insured Vision Care benefits are offered by Superior Vision Services. Two vision plan options that offer either standard or enhanced vision benefits. Life Employees receive $40,000 of group term life insurance and $40,000 of basic accidental death and dismemberment insurance for free, with options to purchase additional employee and dependent coverage for both at group rates. 
Retirement - Employees are eligible for either the Teacher Retirement System (TRS) or the Optional Retirement Plan (ORP). TRS is a defined benefit retirement plan which UT Health matches employee contributions. ORP is for eligible faculty staff employees. Voluntary retirement programs are also available to invest before- or after-tax dollars with the choice of five quality retirement plan providers. 
Time Off - A generous leave program offers multiple paid leave options:

• Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days) of Paid Time Off based on years of service, given at the start of each fiscal year. PTO may be prorated in year one based on date of hire.
• Extended Illness Bank: 8 hours (1 day) accrued per month which can be used for illness or injury after one day of Paid Time Off is taken.
• Paid Family Leave: Up to 240 hours (6 weeks) to care for a spou