NTID Service Desk Representative II
Rochester Institute of Technology • Rochester, NY • Posted June 21, 2026
About the Role
Essential Duties & Responsibilities
+ Serves as the first point of contact for customer support, providing assistance via phone, chat, tickets, and in-person interactions
+ Documents and logs all customer interactions in the ticketing system, ensuring accurate records and leveraging knowledge management resources for efficient issue resolution
+ Resolves customer inquiries by troubleshooting problems, coordinating with internal departments, and escalating complex cases when necessary
+ Trains and supervises student support staff, ensuring proper workflow, scheduling, and performance evaluation to maintain high service standards
+ Collaborates with faculty, staff, and external partners to assess service needs, schedule resources, and ensure the successful use of provided technology and support services
+ Maintains up-to-date knowledge of technologies, policies, and procedures through continuous training and professional development t...
+ Serves as the first point of contact for customer support, providing assistance via phone, chat, tickets, and in-person interactions
+ Documents and logs all customer interactions in the ticketing system, ensuring accurate records and leveraging knowledge management resources for efficient issue resolution
+ Resolves customer inquiries by troubleshooting problems, coordinating with internal departments, and escalating complex cases when necessary
+ Trains and supervises student support staff, ensuring proper workflow, scheduling, and performance evaluation to maintain high service standards
+ Collaborates with faculty, staff, and external partners to assess service needs, schedule resources, and ensure the successful use of provided technology and support services
+ Maintains up-to-date knowledge of technologies, policies, and procedures through continuous training and professional development t...