Service Desk Analyst

Job Description

The Service Desk Analyst will provide phone and email based, first level technical support to staff and faculty for the Kirkwood Community College campus. The Analyst requires an aptitude for working with applications and systems to undertake analysis, diagnosis, and resolution of problems ranging from straightforward to more complex technical issues.

The primary responsibilities include the following:

• Provides excellent customer service to all Kirkwood Community College staff
• Answers incoming phone calls promptly and professionally within established Service Level Agreements using Automatic Call Distribution
• Gathers appropriate information to log incidents and service requests in the ticketing system accurately and efficiently
• Utilizes, maintains, and improves upon effective troubleshooting skills, tools, and communication with customers during issue resolution
• Schedules Customer Support Technician Team through Microsoft Outlook or other department‑utilized applications
• Promotes self‑service and assists customers with self‑service options to avoid remote or desk‑side visits when possible
• Works closely with all areas of the Technology Services department to ensure consistent customer support
• Maintains First Call Resolution requirements within established Service Level Agreements
• Ensures accurate and prompt management of escalated or unresolved issues
• 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 toward customers and co‑workers
• Possesses strong organizational skills and high attention to detail
• Other duties as assigned by management

• Minimum of 2 years of customer service experience in a call center environment
• Associate’s Degree or Certificate/Diploma in computer science or a related field
• Proficient knowledge of Microsoft 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 with Macintosh operating systems
• Experience supporting end users with educational/presentation technology peripherals
• Experience supporting end users with Microsoft Share Point

• Health, Dental, and Vision insurance
• Company‑paid STD/LTD Insurance for employee
• Company‑paid Life Insurance ($10,000 policy for employee)
• Section 125 Flex Spending Account
• 401(k) Retirement Plan and 401(k) match
• Paid Time Off (Vacation, PTO, and Holidays)
• Paid Volunteer Time
• Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer.