University IT Service Desk Analyst
Description :
Start as on-site, once trained up can begin some work from home days (gradual - start with 1 day)
Under direct supervision, provide technical support to end-users for computer hardware, software, network, collaboration, communication, and productivity tools via phone, live chat, remote desktop, and messaging.
You will also record the details of every customer interaction and advance complex issues to more senior technicians for resolution.
CORE DUTIES :
Provide first line of response to requests for various hardware, software, peripherals, and networking technical assistance.
Provide remote problem resolution when possible.
Resolve basic end-user problems, escalate as appropriate.
Install, upgrade, configure, and solve computing and communication devices and peripherals.
Perform, schedule, and monitor system alerts, work queues, back-ups, and recovery activities.
Apply security standard methodologies.
Ensure users are assigned appropriate resources.
Other duties may also be assigned
MINIMUM REQUIREMENTS :
Education & Experience :
Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.
Knowledge, Skills, and Abilities :
Good communication and interpersonal skills.
Ability to provide excellent client service.
Ability to apply diagnostic techniques for problem troubleshooting.
Ability to apply information technology standard methodologies, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
Familiarity with ITSM Ticketing systems, such as ServiceNow, Remedy or ZenDesk.
Familiarity with remote desktop tools.
Certifications and Licenses :
None
PHYSICAL REQUIREMENTS :
Constantly perform desk-based computer tasks.
Frequently sitting, using a telephone, grasping lightly / fine manipulation, bending, lifting, standing, and carrying equipment.
Occasionally lift / carry / push / pull objects that weigh 21-40 pounds.
Rarely kneel / crawl, climb (ladders, scaffolds, or other), writing by hand, sort / file paperwork or parts, grasp forcefully.
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.
Requirements :
Top 3 requirements to hire?
Customer service, phones (we're a call center), and critical thinking skills. Experience with ServiceNow is a plus.
Training : Password reset, duo 2 step, desk phones, order / billing for IT services
Tier 1 Support for entire University. Support faculty, staff, students. Pass IT support to IT team, but handles all incoming calls (15-25 calls a day)
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