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IT Service Desk Analyst II

The IT Service Desk Analyst II is responsible for providing a broad range of technical support services to students, faculty, and administrative staff across the University. IT Service Desk Analysts II’s provide primary support in a particular geographic region and may also provide overflow support for other regions. They configure, install, and maintain hardware and software programs, assist with upgrades and integrations, help with cybersecurity issues, and provide repair and troubleshooting support, which may be performed remotely using a virtual tech support platform. The IT Service Desk Analyst II is a Tier 2 support resource.

The IT Service Desk Analyst II is the eyes and ears of IT, and the first line of defense for user’s computing problems.

This role reports to an IT Support Services Team Leader or an IT Support Services Manager.  The location of the role will be on one or more campuses managed by the Team.  Travel between campuses may be required.

Responsibilities

  • Monitors the ticketing system extracting prioritized tickets and takes appropriate action to resolve client issues.
  • Provide technical guidance, advice, and training to system users.
  • Provide coaching and mentoring to other IT Service Desk Analyst Is.
  • Build and maintain positive, constructive partnering relationships with the campus community.
  • Perform IT production support for assigned area(s) according to documented processes.
  • Perform deskside support for end-users and provide local “remote hands” when required by system administrators or engineers.
  • Interact with students, faculty, and administrative staff supporting all aspects of infrastructure and classroom/meeting room technology in their environment.
  • Install, maintain, and upgrade workstation and peripheral hardware and software.
  • Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.
  • Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs.
  • Log all customer interactions, filling out detailed information in tickets and document resolutions.
  • Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customers satisfaction. This may require escalation to one or more senior analysts or specialists
  • Update desktop software/applications. maintain documentation on installed applications.
  • Setup and maintain user accounts within an enterprise environment.

Qualifications

  • Bachelor’s degree in computer science, IT, or information systems, or equivalent experience.
  • At least 5 years’ experience solving problems as a member of a Help/Service Desk team, Deskside support team, or system administration team.
  • Deep understanding of Windows and/or MacOS systems.
  • Strong computing skills.
  • Is a natural problem solver and critical thinker.
  • Fluent in a variety of software, and systems.
  • Comfortable collaborating with others and performing exercises such as onboarding.
  • Demonstrated computer literacy skills.

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