Service Desk Analyst

The Service Desk Technical Analyst provides technical support to students, parents, employees, and alumni of Samford University.

• The primary responsibility is to provide technology support to the Samford community by assisting members of the community with problem resolution from the point of initial contact through to a solution. Duties will be to:
  • Provide telephone-based support to help customers
  • Provide assistance in person to walk-in customers
  • Provide assistance in the field (i.e. at the customer workstation) as may be required.
• When a problem is beyond the expertise of the Service Desk Technical Analyst, elevate the call via the ticketing system and ensure that a resolution was reached.
• Record and track support activities in the ticketing system.
• Assist in research and project development as assigned.
• Stay informed of current trends in university technology environments.
• Continually enhance own professional skills.
• Perform additional duties as required.

• High school diploma or equivalent.
• Excellent communication skills.
• Familiarity with web browsers and other current softward, especially the Microsoft Office suite.
• Possess a working knowledge of Windows 10/11, macOS, iOS, and Android.
• May be required to lift up to 50 pounds as necessary.
• Required to traverse the distances required across campus.

• Previous experience in a technology-related field, preferred.
• Previous experience in a customer support role in a higher education setting, preferred.