IT Helpdesk Analyst

Posting Details Position Title IT Helpdesk Analyst Division IT Department/Office IT - McGlynn Computer Ctr Position Summary

TheIT department at St. Catherine Universityinvites applications for a full-timeHelp Desk Analystposition.

The IT Helpdesk Analyst is the first point of contact for IT inquiries. This is our position that provides front line support for employees, students, alumni, and incoming students via phone calls, texts, emails and tickets. This position responds quickly to resolve technical issues for users or escalates issues to the appropriate support team.

Responsibilities:

• Identify and log issues in the support ticket system
  
• Research, resolve and follow-up incidents utilizing a service request tracking system.
  
• After exhausting all available resources, escalate issues to the next level of support while retaining ownership of the incident, including documenting, tracking, monitoring and communicating with the customer with the goal of ensuring timely resolution.
  
• Install approved software and drivers for end users and assist users with Software installs via our Self-Service Tools.
  
• Train end users on new technology.

St. Catherine University in St. Paul/Minneapolis, Minnesota, is a comprehensive Catholic university and home to one of the nation’s largest colleges for women, with associate and graduate programs for all genders. Founded by the Sisters of St. Joseph of Carondelet in 1905, the University integrates liberal arts and professional education within the Catholic traditions of intellectual inquiry and social teaching. Committed to excellence and opportunity, St. Catherine enrolls nearly 5,000 students in certificate, associate, baccalaureate, master’s and doctoral programs in traditional day and evening/weekend/online formats.

Minimum Qualifications

• One year of experience in a help desk position
  
• Experience conveying technical issues to a non-technical audience, patiently answering customer questions and explaining solutions
  
• Experience effectively collaborating with colleagues and customers who are from a variety of cultural backgrounds
  
• Experience troubleshooting questions and finding solutions in a helpful and supportive fashion
  
• Experience working in a rapidly evolving environment

Preferred Qualifications

• Experience using ServiceNow for ticket and incident tracking
  
• Experience creating/updating Help guides
  
• Experience providing technical support in a Higher Education environment.

We seek creative, adaptable faculty and staff who enjoy working in a university climate that promotes cultural diversity, multicultural understanding, and cultural fluency. Consistent with the university’s commitment to women, diversity and social justice, preference will be given to candidates who manifest these themes in their experience and service.

EEO Statement

St. Catherine University is an equal opportunity employer. Our commitment to inclusion reflects the central value of the Sisters of St. Joseph of Carondelet to “love of neighbor without distinction” and provides a learning and working environment that is enriched by the diversity of all our members. Individuals of religious, racial, ethnic, gender identity, nation of origin, or disability groups that have traditionally had less representation in higher education are encouraged to apply. Should you need an interview accommodation please contact us athr@stkate.eduor 651-690-6565.

Application instructions for STAFF

VisitSt. Kate Careersto apply. Three references and successful completion of a background check will be required for employment. Application deadline is May 17, 2021.


St. Catherine University
2004 Randolph Avenue, St. Paul, MN 55105
Equal Opportunity Employer / Drug Free Workplace / Tobacco Free Workplace




Our university is a proud member of the Upper MidwestHERCand is committed to recruiting and retaining outstanding and diverse faculty and staff and assisting dual career couples. For more information and to find other higher education jobs in the Upper Midwest region, visit: www.uppermidwestherc.org.

Posting Number 20210108-STAFF Posting Start Date 05/04/2021 Application Deadline 05/17/2021 Posting Specific Questions

Required fields are indicated with an asterisk (*).

1. *What is your highest level of completed education?
   • Some high school
   • High school diploma or GED
   • Some college
   • Associate's degree
   • Bachelor's degree
   • Some graduate school
   • Master's degree
   • ABD
   • Professional degree (e.g., JD, MD)
   • Doctoral degree
2. *For any education beyond high school, what was your area of focus?

   (Open Ended Question)

3. *How many years of experience do you have in a helpdesk support position where you responded to customer questions and issues every day?
   • None to some
   • 1 year
   • 2 years
   • 3 years
   • 4 years or more
4. *St. Kate’s is committed to making Inclusive Excellence a reality and has identified “Drive a Culture of Inclusive Excellence” as one of six priorities in the strategic plan. Give a specific example of how you have promoted a culture that values diversity, equity and inclusion in your current or recent role(s).

   (Open Ended Question)

5. *Are you presently legally authorized to work in the United States for any U.S. employer? Please be aware that St. Catherine University is only able to consider candidates who are authorized to work in the United States.
   • Yes
   • No
6. *St. Catherine University welcomes applications from candidates who are traditionally under-represented. We are happy to consider candidates who are currently in possession of a temporary work visa, however, please be aware that we do not offer employment visa sponsorship. Will you now or in the future require an employer to sponsor you for an employment-based visa/status in the U.S. (e.g. H-1B status)?
   • Yes
   • No
   • Maybe
7. *Can you perform the essential functions of this position with or without accommodation?
   • Yes
   • No
8. *How did you hear about this opportunity?
   • St. Catherine University website
   • St. Catherine University employee
   • Academic Jobs
   • American College Personnel Association (ACPA)
   • Association of Catholic Colleges/Universities
   • Association of Student Affairs at Catholic Colleges and Universities
   • Chronicle of Higher Education
   • College or University website
   • Council of Independent Colleges
   • DisabilityConnect.com
   • Diverse: Issues in Higher Education
   • DiversityConnect.com
   • Facebook
   • Google Jobs
   • HigherEdJobs
   • Higher Education Case Managers Association (HECMA)
   • Higher Education Recruitment Consortium (HERC)
   • Hispanic Outlook on Education Magazine
   • IMDiversity
   • Indeed
   • Inside Higher Ed
   • Insight Into Diversity
   • Latinos in Higher Ed
   • LGBTConnect.com
   • LGBTQ in Higher Education
   • LinkedIn
   • Minnesota College Professionals Association
   • Minnesota Council of Nonprofits
   • MinnesotaWorks.net/Minnesota Workforce Center
   • Minority Jobs
   • NAFSA: Association of International Educators
   • National Association of Independent Colleges and Universities
   • National Association of Student Personnel Administrators (NASPA)
   • National Conference on Race and Ethnicity (NCORE)
   • OutandEqual.com
   • People of Color in Higher Education
   • Pioneer Press
   • Pollen Midwest
   • Saint Paul Chamber of Commerce (SPACC)
   • SimplyHired.com
   • Star Tribune
   • StudentAffairs.com
   • Twin Cities Senior Student Affairs Officers listserv
   • Twitter
   • VeteransConnect.com
   • Women in Higher Education
   • ZipRecruiter
   • Other

Applicant Documents Required Documents

1. Resume

Optional Documents

1. Cover Letter