Support Services Analyst

About the Role

The University of South Dakota is seeking an energetic and motivated Support Services Analyst to join the Information Technology Services team, providing exceptional IT support services to faculty, staff, and students. The candidate will be a member of the Service Desk team and located at the USD Vermillion SD campus. The candidate is responsible for customer support and services via phone, remote, and onsite support. The candidate will report to the Service Desk/Knowledge Manager and collaborate with other ITS personnel to follow best practices and established processes to support service offerings, resolve customer issues, and provide excellent customer service.

Responsibilities

• Provide customer service for IT services including installation, assessment, troubleshooting, maintenance, and upgrades of equipment and software used by faculty, staff, and students
• Follow Knowledge Centered Service (KCS) process for documenting and resolving issues
• Respond to requests according to established service level agreements
• Assist in project activities related to new services or service enhancements
• Communicate through email, phone and in person with faculty, staff, and students to understand requirements and set expectations
• Follow established processes and procedures while responding and resolving customer questions or issues
• Follow established processes for creating, updating, and resolving tickets
• Prioritize tasks to ensure the highest level of customer satisfaction
• Provide Coyote Card Office support for USD faculty, staff, and students
• Upload student, faculty, and staff information, take ID pictures and print USD Coyote ID cards
• Assist with reservations for activity readers for campus events. Program and troubleshoot event reader issues
• Assist with Point-of-Sale Coyote Cash devices for on campus and outside vendors

Required Skills

• Excellent written and verbal communication skills
• Excellent customer service with demonstrated results
• Technical background with ability to communicate with a non-technical audience
• Technical experience with Windows, Apple and Microsoft applications

Desired Skills

• Familiarity with IT process management especially Knowledge Based processes
• College degree

Schedule

• Duration of the term: 12 months
• Appointment percent: 100%
• Work hours: Standard business hours
• Typical hours worked per week: Not specified
• Appointment type: Regular