Senior Service Center Technician

Senior Service Center Technician


Job No:


Classification:Information Systems Consultant 3A

Grade:Grade 79

Work type:Hybrid, On Campus, Staff Full-time

Administrative Unit:University of Alaska Anchorage

School/Business unit:UAA VCAS Information Technology Svc


Categories: Information Systems/Technology


Position Summary:

UAA is seeking the ideal candidate to join our Technical Support Center as a Senior IT Support Technician. As a Tier 3 Support Technician in our Support Center, you will have the opportunity to handle escalated network, desktop, security and application support tickets. You will also work very closely with Tier 1 and Tier 2 Support Technicians in assisting them find solutions to technical issues. We are looking for someone with a well-rounded technical background who has experience working in a technical call center. Applicant should have a proven track record in delivering amazing customer service, successfully working with / leading teams, and taking initiative to get the job done. UAA Information Technology Services is a great place to work with incredible educational benefits for you and your family! Come join a great team, dedicated to student, faculty and staff success.



20Assist the Technical Support Center (TSC) Manager with special tasks and requests. Ensure the smooth operation of duties and responsibilities while carrying out these efforts in a timely and efficient manner. Act as a resource to the TSC Technicians, aiding in onboarding new employees and training and guidance as needed. Represent the TSC at meetings and special functions on behalf of the TSC Manager. Identify and escalate issues as appropriate.Essential 20Provide exceptional customer service and provide training to Technical Support Center staff on industry excellence in customer service. Receive and process escalated tickets from Tier 2 technicians for customer complaints, and difficult customers, and provide mentoring for all Tier 2 and student employees for customer satisfaction. Monitor and manage organizational metrics, by analyzing data for ensuring the highest satisfaction of customer service. Provide Service Center leadership compiled data reports of customer service issues, and trend analysis of monthly scores. Provide mentoring and coaching to Tier 2 technicians based on data analysis of organizational QA scores, and customer reports. Develop ongoing training to ensure quality of service provided by Tier 2 technicians.Essential 45Maintain open communications within the team, the organization, and customers. Provide a central point of contact for escalated computing/network/voice/audiovisual support, service requests, resource allocation, system status of mission-critical academic and administrative computer systems, applications, microcomputers, and network connections. Track information relating to all technology related services on-campus and assist with developing a comprehensive picture of campus technology customer needs. Provide level three Service Center support for all IT Services, cross-train as required to provide technical consulting. Provide high quality computing, telephony, audiovisual, desktop, data network, learning management system (LMS), central computing support by responding to questions from university community to include microcomputers, servers, software applications, POP3/SMTP/IMAP clients, network connections, and the Internet. Demonstrate sensitivity towards customers who may not possess technical ability. Troubleshoot and diagnose problems, work with customers to gather pertinent technical information to achieve resolution. Analyze information asserting escalation within IT organization, other UA (University of Alaska) units, or vendors as appropriate. Provide account maintenance for all UAA information technology services. Use standard/proprietary tools to create, extend, expire, reset passwords, and verify account eligibility via Banner HR/SI. Troubleshoot, diagnose, track, report and assign work orders/trouble tickets for all IT Services. Utilize utility applications, such as ping and trace route, to analyze network traffic. Provide direct support for all field technicians, computer lab consultants, and IT personnel as required. Log, track, and analyze problem information to ensure accuracy, monitor level of problem activity, and call volume. Conduct trend analysis to identify new areas of support, translate customer data and requests into potential projects to improve customer support. Ensure accuracy and quality of resolutions; provide follow-up contact with customers and maintain records.Essential 5Assist with administering problem management process and maintaining problem tools. Design, develop, and implement IT Services web page to provide quality support to customers. Post current news updates and create interactive online forms. Convert hardcopy documentation to web-based HTML and pdf formats.Essential 5Notify mission critical departments, campus, extended sites and colleges of computing resource availability and system status; provide status information and support to campus and extended sites and college customers.Essential 5Utilize tools in support of end users that touch infrastructure and enterprise applications with elevated privileges in support of email, file shares, Active Directory, and network access. Participate in problem resolution as an extension of other silos in service delivery. Escalates opportunities observed in the environment that present an opportunity to improve the customer experience.


Knowledge, Skills, Abilities:

The Tier 3 provides leadership skills and the ability to oversee operations to ensure successful completion of organizational duties/responsibilities. Must be capable of coordinating and prioritizing multiple on-going projects. Understands the University of Alaska business/academic culture and environment, and organizational chart.


Typical Experience:

Substantial customer service experience (min 3 years) and team training in a customer service environment. Experience with Telephony, LAN/WAN topologies, Active Directory, online curriculum software, and network support. Experience troubleshooting via telephone and supporting field personnel. Detailed knowledge of industry standard QA practices and measurement. Detailed experience with hardware/software configurations of both Microsoft/Apple based products (min 3 years), as well as mobile devices.


Required Education or Training:

Relevant industry certifications preferred.


Salary Information:


This is a full-time, 12-month, non-exempt staff position complete with both a competitive salary and New hires will be placed on the, Grade 79, based on education and experience.


Special Instructions to Applicants:


Please attach a resume, cover letter, and the names and contact information (email address and phone number) for three (3) professional references with your application.


The review process for applications will be begin on October 28, 2022. To ensure consideration, please apply by 11:55 pm Alaska Standard Time on October 27, 2022.


*To be eligible for this position, applicants must be legally authorized to work in the United States without restriction. Applicants who now or may in the future require visa sponsorship to work in the United States are not eligible.


The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.


UA is an AA/EO employer and educational institution and prohibits illegal discrimination against any individual:


The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.


Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.


If you have any questions regarding this position, please contact University of Alaska HR at 907-450-8200.


Applications Close: Open until filled


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Anchorage, AK

17 day(s) ago

Closing Date 2022-12-22