Service Desk Analyst 1

All Job Postings will close at 12:01a.m. CST (1:01a.m. EST) on the specified Closing Date (if designated).

If you close the browser or exit your application prior to submitting, the application progress will be saved as a draft. You will be able to access and complete the application through "My Draft Applications" located on your Candidate Home page.

Job Posting Title:

Service Desk Analyst 1

Position Type:

Professional / Unclassified

Department:

LSUAM FA - ITS - SO - SD - SM

• Analysts (Shane Anthony Valure (00052189))

Work Location:

0102 Fred C. Frey Computing Services Building

Pay Grade:

Professional Hourly

Job Description:

This position reports to the Service Desk Manager within Service & Operations, as a vital part of the ITS Service Desk team, providing essential technology support to the LSUA&M campus. It demands excellent customer service skills and expertise in diagnosing, troubleshooting, and resolving campus-wide technology issues.

Responsibilities include quickly addressing IT incidents and service requests, ensuring customer satisfaction, and maintaining uninterrupted delivery of IT services. The ITS Service Desk operates in a dynamic, fast-paced environment and offers support through various channels, including phone, email, in-person, self-service tickets, online chat, and remote access.

Job Responsibilities:

Technical Support: Diagnose, troubleshoot, and resolve customer IT incidents and service requests efficiently and effectively, ensuring customer satisfaction.

Serve as a point of escalation for student Service Desk staff, providing additional guidance and support for troubleshooting customer issues. Take ownership of customer issues, conduct thorough problem analysis, and implement temporary or permanent fixes to promptly restore service, escalating incidents when necessary. Collaborate with fellow Service Desk staff on advanced customer issues to enhance customer support and maximize value to customers. Utilize the internal ITSM tool to create, follow up on, and resolve each customer incident or service request, maintaining accurate records.

Demonstrate proficiency in troubleshooting Windows, Mac, iOS, Android, and Linux operating systems. Utilize advanced system tools and troubleshooting techniques to identify and resolve network-related, hardware, and software issues on customer devices. Collaborate with the Network Operations Center to detect service outages and implement appropriate response plans. Maintain a strong relationship with other units in ITS and across campus that features constant communication to resolve customer incidents as quickly as possible more effectively.(60%)

Service Desk Operations: Provide technical assistance for various systems and applications including our internal ITSM tool, Microsoft Teams telephony, Mainframe, remote software, active directory, and other applications to support Service Desk operations.

Create, update, and maintain internal Service Desk knowledge base articles with up-to-date information to ensure effective support operations. Disseminate information about changes or additions to supported services and applications to Service Desk staff, determining the best support plan for customers. Ensure part-time Service Desk staff are appropriately allocated across all support channels on a daily basis.

Provide operational assistance as needed to the ITS Print Desk to ensure printing services are functional at all times. This assistance includes regular maintenance and troubleshooting of large format printers, performing inventory checks of printing supplies, ordering supplies, and contacting vendors as needed. Collaborate and assist Service Desk management on operational and continual improvement projects.(30%)

Other duties assigned. (10%)

Minimum Qualifications:

• Bachelor's Degree

• 0-2 years experience

• Specific experience in customer service

Preferred Qualifications:

• 1-3 years experience

• Previous work experience in Higher Education

LSU is committed to creating an inclusive space where our employees feel valued for their skills and uniqueness. If you do not meet the minimum qualifications as listed, but have significant experience within the major job responsibilities, we welcome your application.

Additional Job Description:

Special Instructions:

A copy of your transcript(s) may be attached to your application (if available). However, original transcripts are required prior to hire.

Please provide three professional references including name, title, phone number and e-mail address.

An offer of employment is contingent on a satisfactory pre-employment background check.

For questions or concerns regarding the status of your application or salary ranges, please contact Mary Bordelon at mbordelon@lsu.edu.

Posting Date:

June 26, 2024

Closing Date (Open Until Filled if No Date Specified):

Additional Position Information:

Background Check

• An offer of employment is contingent on a satisfactory pre-employment background check.

Benefits

• LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!

Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University's partner, next

Source Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.

Essential Position (Y/N):

Y

LSU is an Equal Opportunity Employer and SAME Agency:

LSU is designated as a State As a Model Employer (SAME) agency and provides assistance to persons needing accommodations or with the accessibility of materials. For those seeking such accommodations or assistance related to this search, we encourage you to contact the Office of Human Resource Management (hr@lsu.edu).

HCM Contact Information:

For questions or concerns related to updating your application with attachments (e.g., resumes, RS:17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at 225-578-8200 or email HR@lsu.edu. For questions or concerns regarding the status of your application or salary ranges, please contact the department using the information provided in the Special Instructions section of this job posting.