Service Desk Analyst

Title: Service Desk Analyst

Division: Finance and Administration

Department: Information Technology

FLSA Status: Non-Exempt

Salary Range: Grade 10: $20.88/hour

The University of Southern Indiana is accepting applications for IT Service Desk Analyst. We are seeking a highly motivated IT Service Desk Analyst responsible for providing technical support of complex hardware/software incidents and service requests for the university. The ideal candidate will be responsible for troubleshooting hardware, software, and network issues while ensuring a high level of customer satisfaction. This role requires strong communication skills, technical knowledge, and a passion for problem-solving.

The IT Service Desk Analyst will work closely with a team of peer IT Support Technicians, student workers, and Service Desk Management, sharing analyses and information regarding troubleshooting and repairing of computers and peripherals. They will partner with other IT teams such as Infrastructure, Academic Labs, and Enterprise Solutions staff to improve processes and resolve issues across the entire campus.

The Service Desk Analyst works with students, faculty, and staff to define and document incident scope, research and troubleshoot issues to achieve first call resolution or elevate incidents when appropriate.

• Troubleshoot and resolve hardware, software, and network-related problems for end-users in-person or via phone, email, or ticketing systems.
• Strive for first-call resolution; if beyond the capabilities of the service desk, elevate the help desk ticket to the appropriate Tier 2 or Tier 3 work center for resolution.
• Provide support for operating systems, business applications, printers, and other IT equipment.
• Ensure proper day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems.
• Utilize Team Dynamix for issue and request tracking, ensuring all user requests for assistance are documented with an appropriate ticket, and all tickets requiring follow-up work and/or calls receive appropriate attention within designated SLAs.
• Assist with user account management, including password resets, access provisioning, and deactivation. Interact with asset management, network services, software systems engineering, applications development and printer maintenance services to identify, correct and restore technical problems.
• Conduct basic training for end-users on system functionality, best practices, and IT security protocols.
• Collaborate with IT teams to improve overall IT service delivery and contribute to system documentation.
• Utilize reporting and analytics tools from ticketing software to proactively monitor and react to data trends, identifying potential issues before they become critical.
• Analyze data to uncover patterns and insights that can be used to predict and prevent future issues.
• Record and document identified issues to build a repository of data that can be leveraged for future training and predictive analytics.
• Collaborate with cross-functional teams to implement data-driven solutions that mitigate risks and improve operational efficiency.
• Continuously refine and optimize reporting systems to enhance the organization's ability to anticipate and respond to emerging challenges.
• Other duties as assigned

• Associate degree or progress toward a bachelor's degree in computer science or a related area with two years of relevant experience required. Alternatively, a combination of equivalent professional experience and relevant certifications (e.g., CompTIA A+, ITIL) may be considered in lieu of formal education.
• Proven experience in an IT service desk or technical support role.
• Strong knowledge of Windows and Mac operating systems. Proficiency with Microsoft Office 365 and common business applications.
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
• Familiarity with Active Directory for user and access management.
• Experience with ticketing systems such as Service Now, Zendesk, or Team Dynamix.
• Strong analytical and problem-solving skills with a customer-focused attitude.
• Excellent…