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Helpdesk Analyst

Employer
Columbia College (MO)
Location
Missouri, United States
Salary
Salary Not Specified
Date posted
May 9, 2022

Job Details


Helpdesk Analyst
Department: Technology Services
Location: Columbia, MO
Type: Staff, Full-time

Diversity Statement:
Columbia College is committed to creating an inclusive employee experience for all regardless of race, color, national origin, gender, religion, sexual orientation, age or disability. The college maintains a safe place for open discourse; supports activities that promote diversity and inclusion; and overall, fosters a sense of community that welcomes everyone.

Job Summary:
The Technology Services Help Desk Analyst position will be responsible for providing first-tier computer phone support to the Columbia College end-user community. The incumbent will be required to document trouble calls, identify and diagnose hardware or software problems and assist with end-user questions and problems. Duties and responsibilities include but are not limited to: documentation creation, knowledge management, quality assurance, and service catalog and web content oversight. The incumbent will track metrics and create reports to help identify and communicate possible trends to management, as well as follow-up on reported trends to close the feedback loop with the Solutions Center staff and end user community.
  • Perform job duties in accordance with Columbia College’s vision, mission and values, and contributes to the development of the Technology Services Department.
  • Provide Tier 1 troubleshooting for Columbia College staff, students, and faculty members.
  • Enter problem descriptions into the department’s current ticketing application and assign work to the appropriate teams.
  • Search for resolutions to customer issues utilizing the department’s knowledge base and other resources.
  • Assist with documentation creation for common procedures, knowledge management, and quality assurance.
  • Greet and assist customers who enter the Technology Solutions Center.
  • Assist with technology deployments and equipment drop offs.
  • Provide support and training to Helpdesk Assistants and Technicians.
  • Display respect and civility to all constituencies in all communications.
  • Attend work timely and on a regular basis during the established hours of operation; work additional hours as business necessitates.
  • Identify and diagnose hardware or software problems.
  • Assist with end-user questions and problems.
  • Identify and communicate possible trends to management, follow-up on reported trends, and close the feedback loop with student and part-time staff.
  • Monitor daily performance and coverage; performing quality assurance reviews; provide coaching and mentoring.
  • Fulfill additional responsibilities as assigned.
Minimum Qualifications:
  • High school diploma

Preferred Qualifications:
  • Bachelor’s degree in Business Administration, Computer Information Systems or related field
  • Knowledge of and commitment to best practices in helpdesk support.

This job description is not meant to be all-inclusive of every duty and responsibility required by the employee in the position.

Eligibility for employee benefits and perks is determined by employment status. For more information please see https://www.ccis.edu/careers .

The offer of employment and assignment to duties is contingent upon a satisfactory criminal background check. The information may include, but is not limited to, academic, residential, achievement, performance, attendance, disciplinary, employment history, credit history, driving history, and criminal history of public record.

Review of applications will begin immediately and continue until the position is filled.

Columbia College is an equal opportunity employer.

In compliance with the Higher Education Opportunity Act (HEOA) and the Jeanne Clery Disclosure of Campus Security Policy and Campus crime Statistics Act (Clery Act), the Department of Campus Safety for Columbia College has provided the Annual Security and Fire Safety Report and crime statistics for the main campus and venues nationwide.

Columbia College is required to distribute this information to all current and prospective employees and students. Please follow the link below for the full report or contact Human Resources at 573-875-7495 for a printed copy.

https://www.ccis.edu/campus-safety/crime-reporting/reports-stats

Company

Columbia College

Founded in 1851, Columbia College is dedicated to improving lives through higher education. As a private, nonprofit, coeducational liberal arts and sciences college, the college takes pride in its small classes, experienced faculty and quality educational programs. Since the college’s modest beginning, Columbia College has flourished in size and has become a nationally recognized educational institution. 

Originally founded as Christian Female College, the college changed its name to Columbia College in 1970 when it changed from a two-year women's college to a four-year coeducational college. Today, it serves thousands of students at locations across the nation.

At Columbia College, we strive to create an inclusive employee experience for everyone, regardless of race, color, national origin, gender, religion, sexual orientation, age, or disability. Columbia College is a safe place for open dialogue, a supporter of activities promoting diversity and inclusion, and ultimately, a community that welcomes all.

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