IT Service Desk Support Analyst

IT Service Desk Support Analyst

Job : 300391 |
Location: Statesboro, Georgia |
Employment: Full Time |
Type: Regular

Job Summary: The IT Service Desk Support Analyst provides frontline Tier 1 technical support to faculty, staff, students, alumni, and partners. This role serves as a primary point of contact for IT‑related incidents, service requests, and inquiries, delivering timely, accurate, and customer‑focused support in alignment with established service level agreements (SLAs). The position combines strong technical troubleshooting skills with excellent communication and customer service capabilities.

• Provide Tier 1 support for hardware, software, operating systems, applications, peripherals, and enterprise services.
• Perform initial diagnosis and troubleshooting, resolving issues at first contact.
• Escalate unresolved or complex issues to support teams with clear documentation and troubleshooting history.
• Configure, deploy, maintain, and support desktops, laptops, mobile devices, printers, phones, and collaboration technologies.
• Support Windows, macOS, iOS, Android, and common productivity and instructional applications.
• Assist with endpoint management activities such as imaging, patching, application delivery, and device compliance.
• Support account‑related requests including password resets, access requests, and multi‑factor authentication troubleshooting.
• Manage customer expectations regarding timelines, impact, and resolution.
• Contribute to and maintain knowledge base articles, troubleshooting guides, and standard procedures.
• Collaborate effectively with Service Desk leadership, peers, IT support teams, and functional partners.
• Assist with training and mentoring of student employees or new staff as assigned.
• Support special projects and initiatives related to Service Desk, IT operations and customer engagement.

Educational Requirements: High School Diploma or Equivalent.

Required Experience: One (1) year of related work experience.

Preferred Educational

Qualifications:

Bachelor's Degree.

Preferred Experience: One (1) year of related work experience;
Customer service experience.

Salary: $19.23 per hour. (Non‑exempt, paid biweekly.)

Apply Before: August 10, 2026

Equal Employment Opportunity: Georgia Southern University provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, sexual orientation, gender identity or expression, national origin, religion, age, veteran status, political affiliation, or disability. Individuals in need of reasonable accommodations under the Americans with Disabilities Act may contact Human Resources at (912) 478‑6947.