IT Helpdesk Analyst
- Employer
- Saint Catherine University
- Location
- Minnesota, United States
- Salary
- Salary Not Specified
- Date posted
- Sep 7, 2021
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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.
TheIT Helpdesk Analystis 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:
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. Catherineenrolls studentsin certificate, associate, baccalaureate, master’s and doctoral programs in traditional day and evening/weekend/online formats. Minimum Qualifications
Given the way campus life inherently puts people in close proximity to each other, including residence and dining halls, classrooms, and gatherings, the University has determined that a vaccination requirement is the best way to keep our community safe and prevent potential outbreaks as we return to more regular, in-person operations. St. Catherine University is requiring all students, faculty (including adjuncts contracted for the fall semester and beyond), staff, and residents age 12 and older to complete theirCOVID-19 vaccination series unless the University approves a medical or religious accommodation or other accommodation/exemption as required by applicable law. New employees must submit vaccination documentation or be approved for an exemption/accommodation before beginning work. For more information, visitstkate.edu/coronavirus-info/vaccine.
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 20210166-STAFF Posting Start Date 09/07/2021 Application Deadline 09/21/2021 Posting Specific Questions
TheIT Helpdesk Analystis 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. Catherineenrolls studentsin certificate, associate, baccalaureate, master’s and doctoral programs in traditional day and evening/weekend/online formats. Minimum Qualifications
- High school diploma orGED
- One year of experience in a helpdesk 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
- Experience using ServiceNow for ticket and incident tracking
- Experience creating/updating Help guides
- Experience providing technical support in a Higher Education environment.
Given the way campus life inherently puts people in close proximity to each other, including residence and dining halls, classrooms, and gatherings, the University has determined that a vaccination requirement is the best way to keep our community safe and prevent potential outbreaks as we return to more regular, in-person operations. St. Catherine University is requiring all students, faculty (including adjuncts contracted for the fall semester and beyond), staff, and residents age 12 and older to complete theirCOVID-19 vaccination series unless the University approves a medical or religious accommodation or other accommodation/exemption as required by applicable law. New employees must submit vaccination documentation or be approved for an exemption/accommodation before beginning work. For more information, visitstkate.edu/coronavirus-info/vaccine.
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 20210166-STAFF Posting Start Date 09/07/2021 Application Deadline 09/21/2021 Posting Specific Questions
Required fields are indicated with an asterisk (*).
- *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
- *For any education beyond high
school, please list the degree or certification and the area of
focus.
(Open Ended Question)
- *How many years of experience do you
have in a helpdesk or desktop 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
- *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)
- *Given the way campus life inherently
puts people in close proximity to each other, including residence
and dining halls, classrooms, and gatherings, the University has
determined that a vaccination requirement is the best way to keep
our community safe and prevent potential outbreaks as we return to
more regular, in-person operations. St. Catherine University is
requiring all students, faculty (including adjuncts contracted for
the fall semester and beyond), staff, and residents age 12 and
older to complete their COVID-19 vaccination series unless the
University approves a medical or religious accommodation or other
accommodation/exemption as required by applicable law. New
employees must submit vaccination documentation or be approved for
an exemption/accommodation before beginning work. For more
information, visit stkate.edu/coronavirus-info/vaccine. We include
this information to ensure that candidates are aware of and
acknowledge understanding of the new requirement.
- I have read and understand the requirement.
- *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
- *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
- *Can you perform the essential
functions of this position with or without accommodation?
- Yes
- No
- *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
- 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
- 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
- VeteransConnect.com
- Women in Higher Education
- ZipRecruiter
- Other
- Resume
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