Help Desk Analyst
About the role
Supports FIU Students, Faculty, and Staff via Call Center and Walk-up support with a variety of types of technologies provided by Division of Information Technology. Provides first call resolution/support for user accounts, desktop, laptop, and network connectivity related problems in a call center environment for FIU students, faculty, and staff.
Assists in researching, analyzing, and diagnosing problems with client systems including windows and Macintosh operating systems, peripheral equipment, and networks. Assists in resolving problems using documented processes where available and best practices where not. Assists in providing person-to-person technical support as necessary. Assists in creation of standard operating documentation as appropriate (e.g., knowledge base, e-mails, process improvements).
Responsibilities
- Provides first call resolution/support for user accounts, desktop, laptop, and network connectivity related problems
- Researches, analyzes, and diagnoses problems with client systems
- Resolves problems using documented processes and best practices
- Provides person-to-person technical support as necessary
- Creates standard operating documentation as appropriate
Requirements
- Bachelor's degree in related discipline with two (2) years of experience in a related field
- OR six (6) years of experience in a related field
- OR an equivalent combination of relevant education and/or experience
Desired Qualifications
- Customer Service Experience
- Experience utilizing an Interactive Voice Response (IVR) telephone system
- Experience in utilizing a help Desk incident tracking software like ServiceNow
- Experience in providing Remote Support using Bomgar or equivalent
Qualifications
Bachelor's degree in related discipline with two (2) years of experience in a related field; OR six (6) years of experience in a related field; OR an equivalent combination of relevant education and/or experience.
Skills
Customer Service Experience, Experience utilizing an Interactive Voice Response (IVR) telephone system, Experience in utilizing a help Desk incident tracking software like ServiceNow, Experience in providing Remote Support using Bomgar or equivalent
Benefits
Ability to work flexible hours as needed. Shift may vary according to departmental needs.
Pay
Advertised Salary $38,000 - $42,000
Schedule
Begin time: 8:00 AM End time: 5:00 PM