Service Desk Knowledge/Outreach Specialists develop the knowledge-centered support of the Division of IT Service Desk. The Service Desk provides IT support to the faculty, staff, and students of the University, including assistance with the Windows, Apple, and UNIX operating systems, standard productivity applications, the Internet, networking, and a wide range of University academic and administrative applications. Support and outreach is provided over the telephone, on a walk-in basis, through workshops, knowledge articles, by remote control, live chat, social media, videos and via e-mail.
Service Desk Knowledge/Outreach Specialists are responsible for all aspects of creating and maintaining the technical and support knowledge necessary for the Service Desk and their customers. The Service Desk team manages all customer relationships and strives for excellence in the customer experience. Knowledge/Outreach Specialists coach student employees, keep abreast of the latest support and technology trends,develop new and maintain existing IT knowledge used by the university community. The incumbent will write documentation, respond to and moderate customer-generated questions, produce video content, develop and present training and workshops, and investigate new methods of providing access to documentation and other knowledge.
Bachelor’s degree or an equivalent combination of education training or experience and 1-3 years experience writing technical documents or training materials.
IT technical support experience preferred.
IT technical writing experience preferred.
Video editing experience is a plus.
Knowledge of at least two major computing platforms supported (Windows, Apple, Linux, iOS, Android) is preferred.
Knowledge of graphic design software (Adobe Creative Cloud, etc.) is preferred.
Exceptional English writing and verbal communication skills.
Strong customer service skills
Effective problem solving skills.
Able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergency situations.
Able to instruct, direct, assist, guide, and share information with both technical and non-technical personnel alike.
Best consideration date: June 13, 2017
Please apply at: https://ejobs.umd.edu/postings/51769