Support Services Analyst

Position Overview

USD is seeking an energetic and motivated Senior Computer Support Specialist to join the ITS team, providing exceptional services to faculty, staff, and students. The candidate will be a member of the Service Desk team responsible for customer support and services via phone, remote, and onsite support. The candidate will report to the Service Desk Manager and collaborate with other ITS personnel to follow service desk best practice frameworks and established processes to support service offerings, resolve customer issues, and provide excellent customer service.

Must be authorized to work in the U.S. Sponsorship is not available for this position.

• Provide customer service for IT services including installation, assessment, troubleshooting, maintenance, and upgrades of equipment and software used by faculty, staff, and students.
• Follow Knowledge Centered Service (KCS) process for documenting and resolving issues.
• Respond to requests according to established service level agreements.
• Assist in project activities related to new services or service enhancements.
• Communicate with faculty, staff, and students to understand requirements and set expectations.
• Follow established processes and procedures while responding and resolving customer questions or issues.
• Prioritize tasks to ensure the highest level of customer satisfaction.

• Excellent written and verbal communication skills.
• Excellent customer service experience with demonstrated results.
• Technical background with ability to communicate with a non-technical audience.
• Technical experience with Windows and MS applications.

• Familiarity with process management especially Knowledge Based processes.
• Related degree.

• Resume
• Cover Letter
• Other
• Reference List

USD is committed to fostering a dynamic and welcoming working and learning environment for all. USD provides equal employment opportunities to all employees and applicants for employment without regard to ideological, political, or sectarian opinions or perspectives; or race, color, creed, religion, sex, ancestry, disability, national origin or any other factor protected by applicable federal, state, or local laws. USD is committed to the principles of free expression and encourages the timely and rational discussion of topics in an environment that is intellectually and ideologically diverse.