Service Desk Analyst Associate​/Service Desk Analyst - Student Affairs Technology

Overview

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.

Service Desk Analyst Associate / Service Desk Analyst

Service Desk Analyst Associate

Student Affairs Technology

Details for the service desk analyst roles are provided below. This position serves as a first point of contact to intake support requests for Student Affairs units. You are encouraged to view all current openings and apply for positions that best match your profile and interests.

• Desktop Support
  • Serve as first point of contact for users with technology requests and service issues; refer more complex issues to peers as appropriate.
  • Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions.
  • Create and maintain end user documentation.
  • Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity.
• Software Support
  • Provide support and training for assigned unit specific applications.
  • Generate and compile reports for assigned unit specific applications.
• Account Management
  • Assist staff with initial user account setup and access.
  • Serve as a Unit Security Contact; providing systems account provisioning and termination.
• Other Duties
  • Assume appropriate related additional duties to further the mission of the unit.
  • Provide assistance with special technology projects and Service Desk reports as directed.

• High school diploma or equivalent.
• One (1) year of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows: 30 semester hours equals one (1) year;
  Associate’s Degree (60 semester hours) equals eighteen (18) months; 90 semester hours equals two (2) years;
  Bachelor’s Degree (120 semester hours) equals three (3) years.
• 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 providing application and/or desktop support to end users, including Microsoft Office.
• Experience with Windows or other operating systems is implied by desktop support responsibilities.

• Experience troubleshooting Windows workstation operating systems.
• Experience in the use of Microsoft Active Directory or Entra  (Azure Active Directory), including group and user management.
• Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment.
• Experience supporting and troubleshooting Adobe applications.
• Experience supporting mobile technology platforms such as tablets, iPads or smartphones.
• Experience in a higher education environment.

This position serves as a first point of contact to intake support requests for Student Affairs units. The position supports technical training and documentation.

• Desktop Support
  • Serve as first point of contact for users with technology requests and service issues; refer more complex issue to peers as appropriate.
  • Gather information and track issues using a ticket system to report customer feedback, identify problems and trends,…