Service Desk IT Analyst

Purpose of Position

This role provides beginner to intermediate frontline technology support for client requests and incidents, through chat, phone calls, and / or walk-up client interactions. Handles Tier 1 client support, that is support for process-driven and documented known issues. Technical issues and skills will vary but include account access, email, network connectivity, software, academic technology, computing endpoint devices, printers and other technology peripherals.

• Provide technical instructions to a non-technical audience.
• Collaborate with other members of the IT team, especially Service Desk staff but also other frontline IT Support teams to resolve common tickets/issues; ensure prompt resolution of client issues and maintain high levels of customer satisfaction; escalte issues internally as needed, & monitor progress through resolution.

• Analyzes, identifies, repairs, and restores services for various common account, email, network connectivity, software, academic technology, and endpoint device and peripherals issues; resolve common reoccurring issues for clients; assists clients in finding the right pre-existing training material for their questions.

• Record client requests and incidents in the approved ticketing system following expected use of templates and documentation requirements; notify supervisor on need to updates knowledge articles and technical documents when work is impacted.

Performs other duties as assigned.

• High school diploma and zero to (1) year of hands-on computing work experience providing customer service in a front facing capacity or two (2) years of equivalent combination of education, training and experience.
• Ability to obtain certifications as required by manager (e.g., Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed).

• Associates degree in a related field and a minimum of one (1) year of hands-on computing work experience supporting computing endpoints and providing customer service in a front facing technical support environment; prior experience supporting students, faculty, and staff in a higher-education setting.

• Strong interpersonal and communication skills with a client-centric approach.
• Ability to remain calm and courteous while assisting clients with technical issues and inquiries.
• Adaptability:
• Willingness to learn new technologies and adapt to evolving IT environments.
• Ability to work effectively under pressure in a fast-paced, dynamic team environment.

• Ability to collaborate with colleagues and contribute positively to team goals.
• A willingness to share knowledge and support peers to achieve collective success.

• The ability to work independently with ownership and minimal supervision.
• Act with ownership and accountability to manage and prioritize tasks effectively with little guidance.
• Take responsibility for the work assigned with consideration for the clients' needs and overall business requirements.

• Monday through Friday; 7:00am through 4:00pm.
• Participation in 24/7 on-call rotation for system availability.
• Requires occasional evening or weekend hours.

Position is benefit eligible: Yes

We are proud to offer a comprehensive benefits package to our employees at the University.

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