Position title: Knowledge/Outreach Specialist
Position #: 106407
Service Desk Knowledge/Outreach Specialists develop the knowledge-centered services 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 Linux 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 participate in public speaking activities, develop and present training and workshops, create and write documentation, respond to and moderate customer-generated questions, produce video content, and investigate new methods of providing access to documentation and other knowledge.
Bachelor’s degree or an equivalent combination of education and experience.
Note: Experience may be substituted for education on a year for year basis.
IT technical support experience preferred.
IT technical writing experience preferred.
Web Design Proficiency, including HTML and CSS.
Video editing experience is a plus.
Knowledge of Java programming
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.
Knowledge of AP Style.
Working knowledge of principles of SEO including keyword research.
Additional information: this position does not provide sponsorship for Visas.
Physical demands: lengthy sessions at a computer terminal. This position requires the ability to lift computer equipment, occasionally travel across campus to different locations and to operate a motor vehicle. The position does occasionally require walking and driving some distance to attend meetings and events.
Best consideration date: 11/11/2019 or open until filled