Service Desk Analyst I - (Information Technology Services)

The Service Desk Analyst I is a member of the Service Desk of the Digital Transformation and Business Relationship Management team within the Information Technology Services unit and reports directly to the Service Desk supervisor. This position will focus on a variety of technical work and analysis required to develop user and system requirements. The position will help maintain the college's existing systems, including an internal knowledge base, bug tracking software, and other tools. As a team member, this position will help the college design, program, test, install and maintain our college systems. It will contribute to and support a safe and inclusive collaborative work environment focused on delivering outstanding customer service and excellent quality results.

• Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems. Researches and evaluates new technologies. Promotes the use of information technology to enhance college effectiveness

• This position provides technical support to the public and internal customers via phone, chat, email, and other means. This position also acts as the primary point of contact for all technical inquiries. This role will provide assistance with product issues, feature requests, and general questions about the service

• Communicates with users via telephone, email, video or text chat, and in-person to understand and resolve technical issues

• Prioritizes and appropriately escalates issues to ensure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures.

• Coordinates and interacts with other ITS teams and functions as a liaison between ITS and users to communicate end-user needs and ensure effective solutions are implemented

• Analyzes and resolves computer hardware, software, and network issues, repairs user workstations, modifies configurations, replaces faulty components, and rebuilds complete systems on a variety of platforms

• Maintains records of work activities and documents recurring, difficult, or complex problems; identifies trends, and recommends solutions and resources

• Creates documentation to assist end-users with solving problems or using technology

• Attends training sessions, and classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies

•  Other duties as assigned     

Characteristics Duties and Responsibilities:

• 2 years of relevant work experience in a technology-related field or enrolled in a Technology-based education program
• ITIL v4 Foundation certification will be required within 9 months of hiring.

Knowledge, Skills, Abilities, and Worker Characteristics:

• Software Distribution Tools

• Print Infrastructure and System Administration

• Asset Tracking

• Windows Workstations

• Hardware and software support

• Workstation operating systems: Windows, Macintosh, 

• Local Area Network (LAN) fundamentals and remote access troubleshooting, including network interface connection and user installation

• Working with servers and network architecture, TCP/IP AppleTalk, and other protocols

• Voice communications Equipment

• Commonly used software systems such as Microsoft Office 365

• Third-party systems accessed via a desktop client or web-based interface

• Internet technologies

• Ability to operate, install, maintain, configure, and troubleshoot a variety of highly technical computers, local and wide area network equipment, and peripherals

• Extensive knowledge in systems analysis and information system concepts, techniques, and operating principles

• Knowledge of program specifications, designing, testing, and prototyping

• Knowledge of current practices in the administration of technology-based instructional systems.

• Project management skills are desirable

• Ability to develop a vision of adopting emerging technologies to achieve college goals and objectives

• Ability to lead and motivate others

• Ability to maintain effective working relationships with those contacted during work. Ability to efficiently manage time and organize

• Strong communication skills, oral and typed

• Strong team and customer focus in providing technology services