Service Desk Analyst

Posting

Summary:

The Service Desk Analyst I supports faculty and staff desktop computer users with a strong commitment to high-quality customer service and solid work ethic. The analyst responds to customer inquiries through phone, email and local site visits, creating trouble tickets and resolving problems. Works in a team environment to triage all incoming calls to determine who in the organization should address/fix higher level problems.

The service desk team shares responsibility for user training, desktop imaging and deployment, and maintaining internal documentation and the Help Desk website, with each accountable for specific tasks and deliverables.

Job Summary/Basic Function:
The Service Desk Analyst provides technical support to all internal IT and non-IT Staff, Faculty, and students as well as customers facing problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, and mobile devices by identifying issues and analyzing them. Technicians receive trouble tickets raised by users through emails, telephones, or in-person.

The service desk team shares responsibility for user training, desktop imaging, and deployment, and maintaining internal documentation and the Service Desk website, with each accountable for specific tasks and deliverables

• Identifies diagnoses and resolves level 1 and 2 problems, including but not limited to: software and hardware, network, email, and new technologies over the phone and in person. Communicates solutions to end-users in person, over phone or via email.
• Provides one-on-one end-user problem resolution over the phone, in person or via email for all received issues. On an as needed basis, provides training for end-users on a wide variety of technology related topics.
• Sets up new computers, printers and mobile devices for LAN-delivery of equipment when necessary
• Works with junior staff to assist in resolving more complex issues
• Maintains the help desk database for logging all work orders
• Administers network and  accounts
• Disconnects/Reconnects computers and peripherals in coordination with moves.

Minimum Qualifications:

• High School Diploma or equivalency
• Comp TIA A+, HDI Desktop Support Technician, Microsoft MCDST, or equivalent certification required. (Comp TIA Network +, or equivalent certifications a plus)
• Strong knowledge of PC and Apple operating systems, connectivity and email applications, network troubleshooting, web tools, and problem-diagnosis skills
• Work collaboratively with employees within other IT groups to resolve customer issues.
• Previous Help Desk, Call Center, or Customer Service Experience.
• Knowledge of Microsoft Office and Outlook
• Knowledge of Google Docs, Gmail, and other Google Apps.
• Provide basic user training on common tools and applications as needed.
• Endpoint data backup and migration practices.
• Active Directory Account Management
• Basic understanding of either BASH, Shell, Powershell, or HTML.
• Diagnostic skills in desktop application, hardware, network and printer issues
• Networking (TCP/IP, DNS, WINS, DHCP),
• Ability to work productively and efficiently within a ticketing system.
• Ability to organize complex tasks and perform activities requiring resolution of problems of minimal to moderate technical scope
• Interpret policies and procedures related to how problems are identified, received, documented, distributed and corrected

Preferred Qualifications:

Proficient in at least 3 of the following skills with a minimum of 1-year experience in each.

• Disk imaging solutions

• Programming and/or scripting experience

• Website maintenance

• Use of Service Now ticketing System

• Network printer troubleshooting experience

• Active Directory account management

• Higher Education technology support

• Network printer troubleshooting experience

• Active Directory account management

• Extensive diagnostic skills in desktop application, hardware, network and printer issues

Salary Range:

$29.89 - $31.32 per hour

Competitive Compensation and Benefits

The salary range reflects the College’s good faith and reasonable estimate of the compensation for the position at the time of the job posting. Salary…