Help Desk Analyst I

Help Desk Analyst I

Wayne State University is searching for an experienced Help Desk Analyst I at its Detroit campus location.

Wayne State is a premier, public, urban research university located in the heart of Detroit, Michigan where students from all backgrounds are offered a rich, high-quality education. Our deep-rooted commitment to excellence, collaboration, integrity, diversity and inclusion creates exceptional educational opportunities which prepare students for success in a global society.

Essential functions (job duties):

Basic Purpose

Positions in the Help Desk Analyst classification are responsible for monitoring events and resolving incidents and problems with enterprise information systems, infrastructure, products, and services and end user device diagnostics and repair. This requires the incumbent to be fully knowledgeable with the tools and technologies used to provide optimal solutions in meeting customer needs. The focus of the work is to identify, and resolve or escalate technical issues in a timely and accurate manner.

Incumbents provide direct support and communication to customers (faculty, students, staff, alumni, guests, and technical support personnel) to assure that requests for support are captured and resolved with appropriate follow-up customer communication and solution documentation developed.

Essential Functions

Monitor events, reported incidents, and service requests related to IT systems, infrastructure, and services.

Serve as the liaison between customers and C&IT departments assuring requests for service and reported incidents are appropriately captured, resolved, and triaged,

including follow-up notification to the customer.

Provide resolution to issues as appropriate for support personnel and develop technical documentation and knowledge base information that enhances support or customer self-help resolution capabilities for recurring situations.

Keep abreast of emerging technologies in computing systems and changes to the WSU enterprise systems, services, infrastructure, and processes.

Recognize, identify, isolate, resolve, and document problems with information system products and services.

Diagnose, troubleshoot, configure and repair customer desktop/tablet/mobile device issues.

Perform day-to-day operational responsibilities of the Help Desk as appropriate (answer phones and emails, sales and technology assistance for walk-in customers, develop and/or distribute reports, monitor activities, respond to alarms and events, mount and rotate tapes, operate devices such as printers and folder/sealer, etc.).

Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and achieve optimal customer service standards.

Participate in Help Desk outreach activities.

Comments (Level Descriptions)

The Help Desk Analyst job family has four levels:

Help Desk Analyst I

This is the proficiency level for incumbents with responsibility for providing routine tier-one support, triage and resolution via voice and data communications or walk-in services. Incumbents may have the responsibility for providing simple and unique technical troubleshooting and repair assistance for end users of supported technologies, services, (i.e. networking, OS, browsers, applications, and offered services) and devices. Incumbents will be required to document events, incidents, problems, requests, and resolutions.

Issues that are not resolvable by tier-one personnel must be effectively escalated for resolution including ticketing processes via the Information Technology Service Management (ITSM) system following the general guidelines of Information Technology Infrastructure Library (ITIL) and WSU procedures. The incumbent will be responsible for performing routine operational duties and processes of the Help Desk as assigned.

Help Desk Analyst II

This is the career level for incumbents with responsibility for providing advanced tier-one support and resolution. Incumbents may have the responsibility for providing advanced technical troubleshooting and repair assistance to end users as well as providing data to support Help Desk staff coaching opportunities, review knowledgebase articles to update the knowledgebase and to recommend discarding of obsolete information. Incumbents will be required to document issues using an ITSM system and assist Help Desk Analyst I employees resolve technically advanced issues related to networking technologies, enterprise system application, client operating systems, internet browsers, event monitoring systems, and non-routine operational duties.

Help Desk Analyst - Senior

This is the specialist level position and is assigned to perform the more complex and sensitive duties in the classification. Incumbents in this position may have the responsibility for: creating Major Incident Notifications toresolve service interruptions and assign tickets to advanced-tier IT resources; alerting Help Desk management and staff resources to…