Job Abstract

PLNU is a Christian liberal arts university in the evangelical, Wesleyan tradition, offering quality undergraduate, graduate and professional programs. We provide higher education in a vibrant Christian environment where minds are engaged and challenged, character is modeled and formed, and service is an expression of faith. PLNU is an institution that is committed to reflecting the rich diversity of God’s kingdom. We therefore encourage applications from culturally diverse candidates.

Benefits:

We are pleased to offer attractive benefits and resources. This includes benefits such as health, dental, tuition benefits for employees and dependents, competitive retirement matching, vacation and sick time, and 15 paid holidays per year. In addition, we have many opportunities to engage with our community including staff chapel and a robust wellness program.

Job Summary:

Job Status:

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Job Description:

RESPONSIBILITIES

• Provide primary support at the Solution Center on a rotational schedule

• Provide IT support for regular tasks such as account access requests and tier 1 software troubleshooting

• Understand and ensure the application of established University, ITS, and Campus Facilities policies and procedures

• Be a resource of information and guidance for Solution Center student employees

• Assist in the training of student employees

• Responsible for the creation and upkeep of knowledge base content

• Identify, recommend, and implement process improvement steps and automation within the Solution Center 

• Present a positive disposition and maintain constructive interpersonal relationships with customers

• Establish and maintain an environment conducive to team building, cross-team communications, and professionalism

• Maintain high standards of customer service for phone, ticket, and walk-in requests

• Display courtesy and sensitivity while handling difficult or emotional situations with customers

• Consistently meet operational level agreements to ensure successful escalation of calls

• Work as a part of a larger team of support personnel

• Additional duties as assigned

QUALIFICATIONS

• One year of information technology experience required

• Experience in customer service and/or technical service desk environment required

• Ability to present ideas in user-friendly, business-friendly, and technical language

• Applicant must display a willingness to make decisions, as well as exhibit sound judgment

• Knowledge of and ability to troubleshoot various hardware and software

• Excellent ability to analyze and solve problems

• Experience supporting Microsoft Windows and macOS

• Experience supporting Microsoft Office and Google apps

• Evidence of Christian commitment and active church involvement. In addition, staff agree to live in agreement with PLNU’s Community Life Covenant. 

• The job offer is contingent on a clear background check.

PHYSICAL REQUIREMENTS

• The work is primarily sedentary and may require sitting for extended periods of time.

• Use of computer equipment: computer keyboard, mouse, and monitor.

• Effective verbal communications skill that allows effective communication with others in person, in writing, and by phone.

• Standing, stooping, pushing, pulling, and lifting up to 15 lbs throughout the day.

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At PLNU, we believe in pursuing calling together. Deep and meaningful relationships between students, faculty, and staff is vital in nurturing our shared community and expressing God’s love. We are looking for enthusiastic candidates to join us in empowering our students to reach their greatest personal, spiritual and professional potential. 

Point Loma Nazarene University does not discriminate on the basis of race, color, national origin, sex, age, disability or status as a veteran in any of its policies, practices or procedures.