Service Desk Analyst
Job in
Ankeny, Polk County, Iowa, 50015, USA
Listed on 2026-06-18
Listing for:
Solutions Management Group
Full Time
position Listed on 2026-06-18
Job specializations:
-
IT/Tech
HelpDesk/Support, Technical Support, IT Support, Systems Administrator
Job Description & How to Apply Below
Job Responsibilities
The Service Desk Analyst will provide phone, remote & email based, first level technical support to staff and faculty for the Des Moines Area Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.
Job Functions- Provides excellent customer service to all Des Moines Area Community College staff and students
- Answers incoming phone calls promptly and pleasantly
- Utilize effective troubleshooting skills, tools, and communication with end users to resolve First Call Resolution issues
- Responds quickly and professionally to requests through the Customer Support Service Desk
- Scheduling Service Request Team through data entry in a team environment
- Maintains confidentiality for students, faculty and staff profiles
- Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public
- Displays a positive, friendly and respectful attitude towards customers and co-workers
- Possesses strong organizational skills and high attention to detail
- Other duties as assigned by management
- Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment
- Associates Degree or Certificate/Diploma in computer science or related field
- Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016
- Basic Active Directory Administration experience
- Experience with ITIL methodology
- Experience supporting Higher Education staff and faculty
- Experience supporting end users utilizing Macintosh operating systems
- Experience supporting end users utilizing educational/presentation technology peripherals
- Experience supporting end users utilizing Microsoft Share Point
- Health, Dental and Vision insurance
- STD/LTD Insurance
- Section 125 Flex Spending Account
- 401(K) Retirement Plan
- Vacation Pay
- Paid Time Off
- Holiday Pay
- Employee Assistance Program
Solutions Management Group is an Equal Opportunity Employer
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