Service Desk Analyst

Information Technology and Security at The University of Tampa has an opening for a Service Desk Analyst. This position provides comprehensive technical support and customer service for University-supported applications, accounts, devices, peripherals, and technology platforms.

Responsibilities

• Customer Support and Ticket Ownership
  • Respond to requests for technical assistance in person, by phone, and electronically.
  • Provide user support and customer service for University-supported applications, platforms, accounts, devices, and peripheral equipment.
  • Log, manage, track, route, and document service requests, incidents, problems, and resolutions in the designated ticketing system.
  • Advise users on appropriate next steps, maintain clear communication, and ensure customers are informed throughout the support process.
  • Identify urgent issues, escalate appropriately, and inform management of recurring or high-impact problems.
• Technical Troubleshooting and Endpoint Support
  • Diagnose and resolve technical hardware, software, application, account, and equipment issues.
  • Install, configure, upgrade, maintain, and troubleshoot end-user computers, applications, and peripherals.
  • Configure PC and Mac computers to meet University security standards and policies.
  • Connect computers to the campus network and perform first-level diagnostics for connection issues from the wall jack to the user endpoint.
  • Repair or replace malfunctioning equipment when appropriate and coordinate escalation for issues requiring specialized resources.
• Identity, Access, and Microsoft 365 Administration
  • Create student employee accounts within approved role-based access boundaries.
  • Reset Active Directory passwords; enable or disable accounts; move, delete, or manage objects in Active Directory as authorized.
  • Use assigned Microsoft 365, Azure, Exchange, Intune, group-management, licensing, BitLocker, and LAPS access for support activities.
  • Support shared mailbox access, shared mailbox conversion/reversion activities, distribution list or group membership changes, and Microsoft 365 license assignment or removal.
  • Delete devices from Intune and view BitLocker or LAPS information as needed to resolve approved support requests.
• Asset Lifecycle and Hardware Operations
  • Maintain accurate hardware inventory records and assist with annual computer lease exchange or similar endpoint refresh initiatives.
  • Coordinate data sanitation prior to disposal in accordance with University procedures and applicable technology standards.
• Documentation, Training, and Continuous Improvement
  • Research questions using available information resources and stay current with system information, changes, and updates.
  • Assist with training and guidance for student Service Desk employees.
  • Assist in developing and maintaining departmental and end-user computer procedures and documentation.
  • Contribute to service desk procedure adherence, knowledge-sharing, and process improvement across User Services.
• Miscellaneous: Service Desk staff member may receive other duties as assigned.

Requirements

• High school diploma or equivalent required. Bachelor's degree preferred.
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
• Knowledge and experience of customer service practices.
• Related experience and training in troubleshooting and providing service desk support.
• Some training experience preferred.
• Knowledge of or the ability to learn quickly The University of Tampa software programs such as Workday and Microsoft Office.
• Willingness to embrace new technologies and innovative organization practices.

Skills

• Excellent oral and written communication skills.
• Strong customer service focus and end-user orientation.
• Ability to explain technical concepts clearly to non-technical users.
• Problem analysis, troubleshooting methodology, and solution-oriented judgment.
• Attention to detail, planning and organizing, adaptability, and stress tolerance.
• Team interaction, collaboration with technical staff, and ability to develop joint solutions.
• Leadership and coaching ability when guiding student employees or supporting team documentation and procedures.

Benefits

• FREE Tuition for employee.
• Generous paid leave.
• Wellness initiatives.
• 100% Employer-Funded Health Reimbursement Account.
• 100% Employer-Paid Short & Long Term Disability Insurance.
• 100% Employer-Funded Employee Assistance Program.
• Discounted On-Campus Dining Meal Plans.
• FREE On-Campus Parking.
• FREE Access to Campus Amenities (pool, library, campus events and more).
• Fitness Center access.
• Pet Insurance.
• Flexible Spending Accounts.

Schedule

• Regular schedule: 7:30 AM - 4:00 PM.
• Summer schedule: 8:00 AM - 5:30 PM.
• Work schedule may rotate to cover Service Desk hours of operation and may include evenings and weekends.

Finalists may be required to submit to a criminal background check. Some positions may also require a motor vehicle report and/or a credit report.