Help Desk Analyst

Job Description

Job Description

Help Desk Analyst

POSITION SUMMARY

The Department of Information Technology is looking for a experienced Help Desk Analyst to provide fast and useful technical assistance on computer systems.

You will answer queries on basic technical issues and offer advice to solve them. An excellent Help Desk Analyst must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the department and university reputation.

TASKS & RESPONSIBILITIES

• Provides Tier 1 Ticket management
• Track problems and resolutions in Help Desk database
• Performs hardware and software installation and troubleshooting
• Assist with network installations including printers and switches and routers
• Assist in repairing and upgrading University’s PC systems
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in logs
• Identify and suggest possible improvements on procedures
• Other related duties as assigned by the Director of Information Technology.

QUALIFICATIONS

• A+ Certification
• Preferred 3+ Years experience
• Bachelor’s Degree (Preferred)

KNOWLEDGE, SKILLS, & ABILITIES

• Proven experience as a help desk analyst or other customer support role
• Good time management, prioritization and multitasking abilities
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered
• Excellent interpersonal skills to build strong relationships with colleagues
• Effective communication, including speaking, writing and active listening
• Great problem-solving skills
• Comfortable in a high-pressure environment

SUPERVISION

This position reports to the Director of Information Technology

SALARY RANGE

$40,000 - $45,000 Annually, plus benefits!

POSITION STATUS

Full-time, in-person.

SETTING

Founded in 1875, Huston-Tillotson University is Austin's first institution of higher education. The University is an independent, liberal arts, church-related, historically black institution located on a 23-acre tree-lined campus near downtown Austin, Texas.

The University is affiliated with United Methodist Church, the United Church of Christ, and the United Negro College Fund.

Undergraduate, four-year degrees in business, education, the humanities, natural sciences, and social sciences are awarded.

Huston-Tillotson University is multi-cultural, multi-ethnic, and multi-faith, and welcomes students of all ages, races, and religions.

All faculty are engaged in a range of activities, their primary focus is teaching. The student-teacher ratio is 15 to one, which allows an environment of personalized attention to students.