Service Desk Analyst

About Hofstra

Hofstra University is nationally ranked and recognized as Long Island's largest private university located in Hempstead, N.Y. When you work at Hofstra, you join a team of talented professionals committed to preparing students for the challenges of tomorrow, in an environment that cultivates learning through the free and open exchange of ideas for the betterment of humankind. The work we do at Hofstra supports the education and well-being of our students, and the workforce of the future. While working towards this mission, employees can take advantage of many enriching experiences on campus. Whether it's a lunchtime lecture, a Division I NCAA athletics game, a musical concert, a theatre performance, or a visit to one of our two accredited museums, there is always something exciting to do at Hofstra. Enjoy the ease of going to the fitness center, taking a swim, or grabbing a bite to eat without having to leave our beautiful campus! Hofstra University is dedicated to recruiting and retaining a highly qualified and diverse academic community of students, faculty, staff, and administrators respectful of the contributions and dignity of each of its members. We especially encourage women, people of color, members of the LGBTQ+ community, veterans, and people with disabilities to apply.

Position Title Service Desk Analyst Position Number 898229 School/Division ITS Engagement & Client Support (division) Department ITS Engagement and Client Support Full-Time or Part-Time Full-Time Description

This highly customer-oriented role provides advanced technical support to all members of the Hofstra community, including students, faculty, and staff. This role supports all the University's customer-facing technologies, including computer hardware, software, mobile devices, printers, software, and web and other services. The incumbent will join a highly collaborative team, supporting customers via several channels, including phone, e-mail, walk-in, and field service dispatch.

Responsibilities include, but are not limited to:

• Evaluates problems and undertakes escalations for service restorations.

• Provides support and resolutions for colleagues on the Engagement and Client Support team.

• Resolves technical hardware and application problems.

• Performs warranty end user hardware repairs.

• Escalates complex technical problems through a defined process.

• Logs and tracks resolutions, follows up with users and updates related problem documentation.

Qualifications

• Bachelor's degree required; computer discipline preferred.

• Strong attention to detail and organizational skills.

• Maintain internal and external communication with a level of confidentiality and professionalism.

• Must be detail-oriented, organized, and able to self-prioritize.

• Operate with a level of accuracy, good judgement, and proficiency.

• Knowledge of Microsoft Office.

Preferred Qualifications

• Minimum 2 years of relevant IT end user support experience.

• Excellent written and oral communication skills.

• Exceptional customer service skills.

• Knowledge and experience with end user technology support of:

• Office 365

• Windows 10

• Apple macOS, iOS

• Google Android, ChromeOS

• Active Directory

• ServiceNow

Special Instructions Deadline Open Until Filled Date Posted 09/18/2023 EEO Statement

Hofstra University is an equal opportunity employer, committed to fostering diversity in its faculty, administrative staff and student body, and encourages applications from the entire spectrum of a diverse community.

Salary/Salary Range $58,500

Additional Information

Hofstra University provides the above salary* as a good faith estimate of the starting pay range which considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and education. In addition to the salary offered, we offer a collegial and inclusive culture, and a benefits program which includes generous paid time off, paid holidays, tuition remission for employees and eligible dependents, and a retirement plan with University contributions.

• Salary ranges indicated for positions covered under a Collective Bargaining Agreement are in accordance with the CBA.