Service Desk Support Analyst (Reg FT)

About the role

This position will serve as the point-of-contact and primary communicator of ITS information to the College community. It involves receiving ServiceDesk requests via various channels, utilizing enterprise-level tracking software to manage tickets, and providing technical assistance and instruction to students, faculty, administrators, and staff.

Responsibilities

• Serves as point-of-contact and primary communicator of ITS information to the College community.
• Receives ServiceDesk requests via voice, email, chat, voice mail, web conferencing and self-service.
• Utilizes enterprise level tracking software to create, assign and monitor ServiceDesk tickets, service requests and major incidents according to established standards.
• Provides technical assistance and instruction to students, faculty, administrators and staff for college business related software and academic related software.
• Diagnostics and solves technical issues by utilizing a standard knowledge base.
• Participates in the testing of software and web applications to evaluate the ease of use and appropriate functionality, and whether product will aid user in performing their work.
• Collaborates with staff within the Information Technology Services department and other divisions of the college to accomplish departmental, divisional and institutional goals.
• Reviews tickets and service requests to assure quality standards.
• Creates documentation to increase knowledge sharing and document issues/solutions in a complete, concise manner for use in knowledgebase system.
• Escalates unresolved situations to appropriate ITS staff.
• Recommends needs for user training and documentation.
• Participates in college wide events and trainings.

Requirements

• Bachelor’s degree (preferred) in computer science, information science or a related field with at least one year related work experience or Associate’s degree in computer science, information science or a related field and a minimum of two years related work experience.
• Experience with working in a contact center, ITSM system, Windows and Apple environments, Microsoft Office, Email, printing, Blackboard, VoIP, remote support tools, and collaboration tools is desired.

Qualifications

• Knowledge of ITIL methodologies and ability to apply these methods within the current position.
• Serves as subject matter expert.
• Performs other duties as required or as assigned.

Skills

• Technical troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

Benefits

• Comprehensive Health Coverage.
• Moderate Time Off.
• Retirement Planning.
• Financial Peace of Mind.
• Wellness Support.
• Educational Support.
• Employee Perks & Rewards.
• Additional Advantages.