Service Desk Analyst

Responsibilities Customer Support and Ticket Ownership

• Respond to requests for technical assistance in person, by phone, and electronically.
• Provide user support and customer service for University-supported applications, platforms, accounts, devices, and peripheral equipment.
• Log, manage, track, route, and document service requests, incidents, problems, and resolutions in the designated ticketing system.
• Advise users on appropriate next steps, maintain clear communication, and ensure customers are informed throughout the support process.
• Identify urgent issues, elevate appropriately, and inform management of recurring or high-impact problems.

• Diagnose and resolve technical hardware, software, application, account, and equipment issues.
• Install, configure, upgrade, maintain, and troubleshoot end-user computers, applications, and peripherals.
• Configure PC and Mac computers to meet University security standards and policies.
• Connect computers to the campus network and perform first-level diagnostics for connection issues from the wall jack to the user endpoint.
• Repair or replace malfunctioning equipment when appropriate and coordinate escalation for issues requiring specialized resources.

• Create student employee accounts within approved role-based access boundaries.
• Reset Active Directory passwords; enable or disable accounts; move, delete, or manage objects in Active Directory as authorized.
• Use assigned Microsoft 365, Azure, Exchange, Intune, group-management, licensing, Bit Locker, and LAPS access for support activities.
• Support shared mailbox access, shared mailbox conversion/reversion activities, distribution list or group membership changes, and Microsoft 365 license assignment or removal.
• Delete devices from Intune and view Bit Locker or LAPS information as needed to resolve approved support requests.

• Maintain accurate hardware inventory records and assist with annual computer lease exchange or similar endpoint refresh initiatives.
• Coordinate data sanitation prior to disposal in accordance with University procedures and applicable technology standards.

• Research questions using available information resources and stay current with system information, changes, and updates.
• Assist with training and guidance for student Service Desk employees.
• Assist in developing and maintaining departmental and end-user computer procedures and documentation.
• Contribute to service desk procedure adherence, knowledge-sharing, and process improvement across User Services.

• Service Desk staff member may receive other duties as assigned.

• High school diploma or equivalent required. Bachelor’s degree preferred
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• knowledge and experience of customer service practices
• Related experience and training in troubleshooting and providing service desk support
• Some training experience preferred
• Knowledge of or the ability to learn quickly The University of Tampa software programs such as Workday and Microsoft Office
• Willingness to embrace new technologies and innovative organization practices

• Excellent oral and written communication skills.
• Strong customer service focus and end-user orientation.
• Ability to explain technical concepts clearly to non-technical users.
• Problem analysis, troubleshooting methodology, and solution-oriented judgment.
• Attention to detail, planning and organizing, adaptability, and stress tolerance.
• Team interaction, collaboration with technical staff, and ability to develop joint solutions.
• Leadership and coaching ability when guiding student employees or supporting team documentation and procedures.
• Willingness to embrace new technologies and improved organizational practices.

Finalists may be required to submit to a criminal background check. Some positions may also require a motor vehicle report and/or a credit report.

Regular schedule: 7:30AM – 4:00PM. Summer schedule: 8:00AM –…