IT Support Specialist - Desktop

Creighton University
United States, Arizona, Phoenix
3100 North Central Avenue (Show on map)
Feb 27, 2025
Under moderate supervision, the IT Support Specialist---Desktop (ITSS-DT), provides technical solutions to faculty, staff, and students for all aspects of PC/Mac/Mobile Device support and configuration within a wide variety of end user environments. All tasks and outcomes are documented and communicated within a ticketing application. The ITSS-DT works within an ITIL-structured and metrics driven service operation environment, providing technical set-up, support, service, and creative solutions for technology users. The ITSS-DT functions as a member of the Mobile Action Team, owning and sharing tasks as workload and volume dictate - they will also coordinate with our Service Desk and Learning Environments teams to deliver fully comprehensive support. Must be capable of remote, phone, and chat support, as well as on-site visits and working a service counter. All IT Support Specialists work in a 0-3 Tiered support environment. Any specialist may be required to work in any of the four tiers as needed. The ITSS-DT must be able to work independently on moderately complex Windows and Apple computers while following documented protocols. All ITSS-DT team members craft documentation for the division's knowledge base, and must remain current with emerging technologies via training, self-study, and peer interaction. ITSS-DTs are expected to understand and follow consistent defined processes for all service interactions, while observing established standards. The ITSS-DT focuses on continual improvement of their own skills as well as the documented service and troubleshooting processes used by the myIT division. At all times employees are expected to uphold Creighton's core values and demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment, while adhering to all University Ethical Standards of Conduct, rules, regulations, and job requirements, including required educational trainings. Assists users (via telephone, remote tool and/or on-site visits) in troubleshooting and resolving Windows and Apple hardware and software issues on campus and at various satellite locations. Recommends technical solutions for Creighton Users. Documents all workflows using standard incident/request management tools. Solves moderately complex problems and may coordinate required effort from multiple support groups. Tier1 and Tier2 incident and service request fulfillment. Basic operational support. May have defined role within a team working towards stated objectives. All workflow and results documented using a Creighton-supported ticketing application. Process and maintain Knowledge Base documentation for self-service content. Moderately complex solution development and implementation for common problems and services. Work incidents and service requests that require moderate planning, testing, evaluating, and coordination. May involve multiple myIT groups and vendors to resolve. Maintains and applies knowledge of Windows/Apple hardware, software, and operating systems, including mobile technology such as Apple iOS, Windows, and Android. A ITSS-DT is expected to spend time learning modern technologies and sharing associated knowledge with the myIT Division. Team Meetings - other duties as assigned. Effectively communicate needs with various teams and supervisors Qualifications: Bachelor's degree in related area and/or equivalent technical experience preferred. Minimum of 2 years combined experience in one or more of the following: Deskside and/or remote based technical experience. Working with Ivanti and/or Apple JAMF endpoint management platforms (or equivalent). Supporting Mobile devices including Apple/iOS and Android/Windows Working with basic TCP/IP, network topologies and related technology. Knowledge, Skills, and Abilities: Mobile Device Support - End User Service Desk Support - End User Hardware Support - End User Microsoft Office Suite Support including O365 Microsoft Windows - Platform/OS Application Support - End User Apple OSX - Platform/OS Peripheral Support - End User Video Conferencing - Video/Voice Android support Apple iOS support Remote conferencing familiarity including Zoom and MS Teams Projection and display system support A/V presentation & capture systems JAMF - Mobile Device Management System TCP/IP network concepts Accountable Adaptable Collaborative and teamwork-oriented Customer relationship manager Innovative and creative thinker Mission and service-oriented Openness (zest) for learning Results-oriented Excellent communication skills Professional phone etiquette Self-starter Detail-oriented Dependable Licenses/Certifications: ITIL Foundations Certification or pass within first 6 months of accepting this position Dell Tech Direct certification expected within first 6 months Windows and Apple certifications preferred Creighton University salary ranges are determined by role, level of responsibility, and location. Individual pay is determined by several factors, including job-related skills, experience, and relevant education. Your recruiter can share more about the specific salary range during the hiring process. Why Creighton? At Creighton, you are part of something big. Your skills and passions unite with thousands of faculty, staff and students inspired to change the world. Here, we offer meaningful work driven by a 475-year-old Jesuit tradition committed to social justice and serving others. Through this tradition, we push the boundaries on innovation. We pursue new knowledge for the betterment of society. We seek to improve our world through Catholic and Jesuit values. And it all starts with you. Creighton University, an R2 Carnegie classification, is a Jesuit, Catholic university. In this Ignatian tradition, Creighton emphasizes the type of research that engages the world and that is driven by engaged teachers who are committed to justice and the pursuit of knowledge for the betterment of society. Recognized for its undergraduate research profile and its six health professional schools. Creighton is an urban campus in the heart of Omaha, Nebraska, a vibrant and growing city of nearly a million people with four Fortune 500 companies, an active sports scene, a vibrant arts community, and a nationally-recognized restaurant scene. Equal Employment Opportunity Statement Creighton University is committed to providing a safe and non-discriminatory educational and employment environment. The University admits qualified students, hires qualified employees and accepts patients for treatment without regard to race, color, religion, sex, marital status, national origin, age, disability, citizenship, sexual orientation, gender identity, gender expression, veteran status, or other status protected by law. Its education and employment policies, scholarship and loan programs, and other programs and activities, are administered without unlawful discrimination. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please contact Human Resources - Phone: 402.280.1405.