Senior Service Desk Analyst - Student Affairs Technology

Senior Service Desk Analyst – Student Affairs Technology

Student Affairs Technology is at the heart of transforming the student experience through innovative IT services for Student Affairs departments across campus. We work closely with business leaders and IT professionals to deliver technical solutions that enhance efficiency and build operational resilience. We’re looking for passionate individuals from all backgrounds who are eager to help shape and nurture a vibrant community aligned with our mission.

By joining our team, you’ll directly contribute to advancing the University's academic goals, fostering environments that promote student learning and success, championing diversity, and supporting the holistic development of all students. Your work will play a crucial role in creating a more inclusive, thriving campus for everyone.

We are hiring across several functions within Student Affairs Technology and invite you to view all our current openings here. You are encouraged to apply for all positions that best match your profile and interests.

Serves as a second level point of contact to intake support requests for Student Affairs units, providing basic technical support. Supports technical training and documentation.

• Desktop Support
  • Serve as second level point of contact for more complex technology requests and service issues.
  • Gather, track, and analyze issues using a ticket system to report customer feedback; help identify problems and trends; independently resolve or elevate issues as needed.
  • Work within defined policies and procedures to identify problems to be solved, propose solutions with originality and/or ingenuity, obtain approval, and/or escalates appropriately.
  • Create and maintain end user documentation.
  • Create and maintain technical documentation for technology staff.
• Software Support
  • Provide support and training for assigned unit specific applications.
  • Generate and compile reports for assigned unit specific applications.
  • Serve as a resource between SATech infrastructure and/or development teams and customers for major software implementations or system application changes.
• Training and Management
  • Train desk staff on providing basic call center routing and technical support to end users.
  • Serves as a technical and institutional resource to peers and acts as escalation point for all team members.
  • Gather and analyze customer metrics to anticipate needs and proactively work to find solutions.
  • Completes and/or coordinates assigned individual or team on special technology projects, tracks assignments and resources to ensure project milestones are achieved.
• Account Management
  • Assist staff with initial user account setup and access.
  • Serve as a Unit Security Contact; providing systems account provisioning and termination.
• Audio-Visual Support
  • Serve as subject matter specialist for departmental building audio-visual spaces.
  • Provide assistance, training, and troubleshooting for on-loan and fixed audio-visual equipment.
• Other Duties
  • Assume appropriate related additional duties to further the mission of the unit.

• High school diploma or equivalent.
• Any one or any combination totaling four (4) years (48 months) from the following categories:
• College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
• 30 semester hours equals one (1) year (12 months)
• Associate’s Degree (60 semester hours) equals eighteen months (18 months)
• 90 semester hours equals two (2) years (24 months)
• Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
  
  B. Work experience in IT-related functions, such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
• Demonstrated experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools.
• Demonstrated experience in the use of Microsoft Active Directory or Entra  (Azure Active Directory), including group and user management.
• Demonstra…