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L1 Service Analyst

Employer
College of the Holy Cross
Location
Worcester, Massachusetts, United States
Salary
Competitive Salary
Date posted
Oct 8, 2024
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Job Details

Description

Job Summary
Reporting to the Customer Service Manager, the Level 1 Service Analyst is the first point of contact for endpoint support to the College community. This position staffs the Help Desk, responding to phone calls, walk-ins, and emails, and both provides level 1 technical support and coordinates level 2 escalations as needed with a strong focus on customer service and satisfaction.

Major Areas of Responsibility
  • Analyze, troubleshoot, document, manage, and resolve level 1 Windows and Mac hardware and software issues.
  • Act as the first point of contact for technical support at the College.
  • Respond to phone calls, walk-ins, and emails, providing customers with top tier customer service.
  • Document issues within our ticketing system.
  • Help improve Help Desk policies and procedures.
  • As appropriate, escalate issues to others in the Customer Experience Team.
  • Manage student workers as needed.
  • Other duties as assigned.


Minimum Qualifications
  • Technical high school, associates degree, or equivalent experience required.
  • Strong focus on customer service required.
  • Knowledge of Windows OS, MacOS, and iOS required.
  • Ability to prioritize and troubleshoot complicated technical problems required.
  • CompTIA A+, Google IT Support Professional, or like certifications are a plus.
  • Higher education technology support experience is a plus.


Core Competencies
Skills that are required for this job and are in line with the College’s mission e.g.
  • Dependability
  • Flexibility
  • Service Oriented
  • Excellent Written & Verbal Communication
  • Proficient Problem Solving
  • Understands Risk Management
  • Excellent Innovation/Creativity
  • Strong Teamwork & Team Facilitation
  • Strong Interpersonal Skills
  • Understands, values and respects diversity as an individual, in a team and within groups while fostering an inclusive and supportive environment.

    Additional information:
    This is a full time, exempt level position with a salary range of $49,500-$52,000. The College is committed to providing competitive market pay for its employees. The College also offers a competitive benefits package for full-time staff, including:
    • 10% College contribution to the 403(b) Retirement Plan (1 year wait waiver available)
    • Condensed summer 4-day work week
    • Tuition & Education benefits
    • Wellness programs & ongoing Training and Development opportunities
    • Generous paid time off

    The College is an Equal Employment Opportunity Employer and complies with all Federal and Massachusetts laws concerning Equal Opportunity and Affirmative Action in the workplace.
    To review our Employee Benefit Options, please go to: https://www.holycross.edu/human-resources/benefits

     APPLICATION INSTRUCTIONS:
    Please attach a cover letter addressing the position requirements along with your resume.
    In your cover letter please address how your work might support the College's commitment to inclusive excellence ( https://aspire.holycross.edu/inclusive-excellence ) . Please provide examples of how you have integrated diversity, equity, inclusion and belonging into your past work. For more information, please visit http://holycross.edu/diversity .
    Review of applications will begin as received and continue until the position has been filled.

Company

 College of the Holy Cross

Founded in 1843 in Worcester, Massachusetts, the College of the Holy Cross is among the nation's leading liberal arts institutions. A highly selective, four-year, exclusively undergraduate college of 3,100 students, Holy Cross is renowned for offering a rigorous, personalized education in the Jesuit, Catholic tradition. Holy Cross highly values the unique skills, perspective, talents and passion that each employee contributes to its learning community. To work at The College is to accept an invitation to participate in the growth and development of all campus members, students, faculty and staff. The College's commitment to diversity is an important feature of the Holy Cross education. Informed by the presence of diverse interpretations of the human experience, Holy Cross is building a community marked by freedom, mutual respect, and civility. We seek others who support our values of diversity and inclusiveness. Job candidates of all diverse backgrounds who embrace the open and inclusive culture of Holy Cross are welcome and encouraged to apply.

Our home city of Worcester, Massachusetts offers cultural, professional and recreational opportunities for students of every interest — from the masterworks displayed in the Worcester Art Museum to the one-of-kind restaurants on Shrewsbury Street. And with the ski slopes of Vermont and New Hampshire, the stunning beaches of Rhode Island and Cape Cod, and the cities of Boston and Providence all within striking distance, there’s much to discover throughout this dynamic six-state region.

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