IT Service Desk Analyst

Position Overview:

The IT Service Desk Analyst serves as the first point of contact to the University for technology related problems. Assists clients via telephone, email, online trouble tickets, or in-person. Works to provide resolutions for reported IT system issues and problems within the Tier 1 and Tier 2 scope. Provides support and assistance for technology and multimedia AV equipment issues, incident management, client communications, and service requests. Resolves more complex system and applications issues. Assists with maintenance and management of internal IT systems, devices, and multimedia equipment.

Department Specific Essential Job Functions:

Analyzes, troubleshoots and, resolves or appropriately escalates, support requests and incidents.

Manages customer contacts (phone, email, online, and in-person-requests).

Ensure incoming tickets and reported issues are successfully and accurately identified, categorized, prioritized, diagnosed, and documented.

Resolves issues upon first contact whenever possible.

May assist with some user and/or computer account administration.

Provides Tier 2 technical support and assistance to instructors, students and guests who utilize multimedia AV equipment. Troubleshoots problems and performs minor repairs and routine maintenance on multimedia equipment. Arranges for vendor services as needed. Creates, manages and administers streaming content, multimedia content, webcasts, lecture capture, video conferences and web conferences including set-up and troubleshooting for various academic and non-academic groups. Handles equipment challenges and changes in a timely and professional manner.

Prepares and maintains IT Service Management (ITSM) Service Desk reporting for management review. Responsible for ticket tracking and regular quality reviews. Maintains a customer-service attitude, provides outstanding customer service, and uses positive interpersonal communication skills. Promotes positive school/community relations. Demonstrates positive, collaborative and effective interpersonal relationships with administrators and colleagues and external clients. Adheres to and complies with the University's shared values and the Office of Information Technology's (OIT's) Code of Ethics. This position will work a second shift to fit business needs and may involve weekend support as needed. This position requires the successful candidate to maintain a smart phone on which to receive telephone calls and SMS messages from servers and authorized OIT personnel. Ensures systems documentation follows best practices, is up-to-date, accurate, and tested. Continually updates skills and knowledge relative to the position and the technology industry. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.


Qualifications / Experience Required:

Requires general education or vocational training and 3+ years of relevant experience in chosen field or equivalent combination of education and experience.

Qualifications / Experience Preferred:

Experience supporting Windows and Apple Operating Systems in a Helpdesk environment. Knowledge of ITIL concepts and ability to follow existing Problem, Change, and Incident Management procedures. ITIL Foundations Certification or related certifications. Experience administering Learning Management Systems or similar applications and multimedia AV equipment and systems. Experience providing support to clients in remote/off-site locations.

Knowledge / Skills / Abilities:

Ability to effectively communicate by phone, email or in person and with different groups of people across campus. Ability to explain technical terms in everyday language and document issue details efficiently. Knowledge of information technology and OIT products and services. Analytical and troubleshooting skills related to Windows, MAC, and Android devices and multimedia AV equipment. Excellent customer service skills; ability to achieve successful outcomes in handling difficult situations and customers. Drive to work in a fast-paced environment. Shows initiative and acts independently to resolve technical problems. Team player with a friendly, courteous demeanor.

Will this employee supervise others?


Physical Demands:

Repetitive movement of hands and fingers - typing and/or writing. Frequent standing, and/or sitting. Occasional walking, stooping, kneeling or crouching. Reach with hands and arms. Visually identify, observe and assess. Ability to communicate with supervisor/students/colleagues/guests. Regular physical attendance required. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.

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