As a non-profit institution, APU aims to offer highly competitive compensation when considered wholistically, combining a positive work experience with a generous benefit package and fair salary compensation.In living this philosophy, APU engages in evaluation and purposeful investments in:

　　Quality of work environmentMeaningful work, feedback, and valued contributionMonetary compensation for time and effortBenefits that add to quality of life

　　The right-fit employee for APU is someone who shares the APU values and mission, someone who desires to be part of a small team and work interdependently, someone who works hard but also values time off and a work-life balance, and someone who is looking for a meaningful work experience.

　　Provide leadership and support to the daily operations of the IT Department through the Service Desk.

　　REPRESENTATIVE DUTIESOversee the daily operations of the help desk support staff and student workers to ensure timely completion of trouble ticketsEnsures that the problem ticket owner is following established processes and helps manage the required resources from across the IT organization.Resolves Level-II technical issues for usersDevelops and manages IT inventory across campusManages service desk projectsProvides preventative maintenance and problem management process and its relevant critical success factors.Leads the building, deployment, maintenance, and support of end user technology (workstations, projectors, printers)Develops and maintains processes and procedures to provide device lifecycle management across the campus for all workstations, projectors and printersDefine, track, and report on KPIs related to service desk operations, ensuring consistent achievement of defined Service Level Agreements (SLAs)Identify areas for improvement and lead initiatives to enhance service desk performanceMonitor and report on SLAs, driving continuous improvement based on ITIL guidanceDevelop and provides solutions, How-to Guides and Frequently Asked Questions for End User self service.Develop and maintain a service catalog which defines IT service offeringsCreates and maintains standard operating procedures (SOPs) for end users and end-user support.Performs other duties as assigned or required.

　　KNOWLEDGE and SKILLSKnowledge of computer systems, software and hardware.Skill in customer service.Skill in managing multiple projects and deadlines effectively, prioritizing customer needs and determining urgency and impact of request.Skill in communicating effectively, both verbally and in writing.Skill in diagnosing and resolving computer hardware and software issues.Skill in presenting complex technical information to non-technical audiences.Skill in focusing on delivering services that are stable, reliable, accessible and sustainable in a manner that is ethical and responsible.Skill in managing projects through the stages of requirements gathering, progress reporting, management of change, risk management and reporting to stakeholders.Skill in developing and supporting complex information systems.Skill in communicating effectively with a variety of audiences.Skill in both working independently and in a team environment.Skill in setting up sound and video equipment for meetings, events, and classes.Skill in problem solving.Skill in communicating effectively with both internal and external customers.Skill in identifying usability problems and using innovation to find custom workarounds.Must possess In-depth knowledge of IT end-to-end problem management, encompassing availability, event management, and root-cause analysis including:Strong organizational skills; ability to manage multiple projects with competing demands for resourcesAbility to analyze and solve technically challenging problems involving operating systems, software, and hardwareCustomer service experience with the ability to understand complex human and technica issues.

　　MINIMUM EDUCATION QUALIFICATIONAssociates Degree in Computer Science, Information Technology, or related field. Progressively responsible professional work-related experience, education, or training may be substituted on a year-for-year basis for college education.MINIMUM EXPERIENCE QUALIFICATIONNon-Supervisory: Two (2) years computer experience working in an Information Technology environment.

　　MINIMUM PHYSICAL REQUIREMENTSThe following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Working in office areas throughout the university. Must be able to sit for at least 4 hours at a time. Must be able to lift, push, pull and move a minimum of 50 pounds repeatedly. Must possess normal color vision. While performing the duties of this job, the employee is occasionally required to stand; walk; sit, reach with hands and arms; climb stairs; balance, or kneel. Work situations may be subject to exposure to change in weather.

　　Apply Online:https://www.alaskapacific.edu/careers/{rel="nofollow"}