Service Desk Analyst

Overview

Are you ready to be part of the extraordinary future of technical education? Do you thrive in a dynamic, innovative environment where your leadership can make a tangible impact? If so, we want YOU to join our team as the Service Desk Analyst!

Position Overview:

As a Service Desk Analyst, you'll provide customer centric, first contact support for all user requests. Individuals will respond to support requests of software, hardware, telephony, and network related issues, and these requests are handled via phone, chat, and web portal tickets. In this role an analyst must identify and resolve issues with urgency. Less complex issues will typically be resolved immediately, while more complex incidents are escalated. Confidential data and highly regulated information is handled daily which requires integrity and accuracy in each interaction. The service desk strives to reduce service interruptions of impacted systems by working together to ensure UTI campuses are supported in a meaningful and timely manner.

What We Offer:

• Pay Range: $20-$23/hour

• Work is performed remotely

• Shift Hours: 1PM-10PM EST/10A-7PM AZT/11AM-8PM MT/12PM-9PM CT

• Medical/Dental/Vision/Life Ins/Company paid STD & LTD Ins

• 401K, Paid Holidays, Paid Time Off

Responsibilities

• Troubleshoots, diagnoses, researches, and resolves technical hardware, software, network, and telephonic issues within established Service Level Agreements.

• Assists users with issues/problems from a variety of sources including proprietary and Microsoft Office applications, and Microsoft Operating Systems.

• Understands and performs basic troubleshooting of enterprise systems and services. Escalates and partners with IT support teams, when necessary.

• Provides end-user support of iPhone and other Smart phones, including activation, and troubleshooting requests.

• Accurately tracks and routes incident and service tickets providing thorough documentation of troubleshooting, history, and resolution.

• Accurately documents solutions to known/resolved problems through creating and updating Knowledgebase articles and SharePoint team site information.

• Creates and maintains user accounts, memberships and rights within Active Directory, PeopleSoft, Entra, and proprietary systems.

• Provides general end user training and documentation.

• Other duties as assigned.

Qualifications

Qualifications:

• High School Diploma/GED required

• 1-2 years experience in Service Desk/Tier 1 support required or equivalent experience

• A+ Certification preferred

• Verbal and written communication skills

• Ability to use good judgment, problem-solving, and decision-making skills

• Ability to gain, understand and apply knowledge from technical manuals and SOP's

• Ability to maintain confidentiality and professional decorum

• Extensive knowledge of Microsoft Office and Microsoft Operating Systems

• Basic knowledge of Active Directory, Exchange account management, and Citrix remote user support.

• Linear troubleshooting skills

• Must be able to talk, see, hear, concentrate, think, learn, and reason for all of the workday

• Must be able to operate a computer to work from including use of monitors, operating system, keyboard, mouse, and communicate verbally to customers for prolonged periods throughout the workday.

• Must be able to respond to emails, messages, and enter text from a keyboard for prolonged periods throughout the workday.

Work Environment

• Flex business hours; Set schedule Monday

• Friday; hours are evaluated for business needs. Occasional overtime is required (including periodic off-hours and weekend hours) to assist with Tier 1 system outages during off-hours and weekend hours when on rotation and on-call is required

• Work is performed indoors in a climate-controlled environment remotely which requires stable power and internet connectivity with connection speeds of at least 25Mbs download and 10Mbs upload. Higher bandwidth is recommended for optimal performance.

About Us:

It's all about the reputation. 55+ years of experience, trusted by 35+ industry leading brands, 16 campuses, 5 technical schools. But it's not all about the numbers. Here at Universal Technical Institute and its family of schools, we care about YOU. We care about making a change in the lives of our employees and our students. We're on a mission to expand our reach and increase our impact, one life at a time and that starts with yours...Come and be a part of our legacy!

Responsibilities

• Troubleshoots, diagnoses, researches, and resolves technical hardware, software, network, and telephonic issues within established Service Level Agreements.

• Assists users with issues/problems from a variety of sources including proprietary and Microsoft Office applications, and Microsoft Operating Systems.

• Understands and performs basic troubleshooting of enterprise systems and services. Escalates and partners with IT support teams, when necessary.

• Provides end-user support of iPhone and other Smart phones, including activation, and troubleshooting requests.

• Accurately tracks and routes incident and service tickets providing thorough documentation of troubleshooting, history, and resolution.

• Accurately documents solutions to known/resolved problems through creating and updating Knowledgebase articles and SharePoint team site information.

• Creates and maintains user accounts, memberships and rights within Active Directory, PeopleSoft, Entra, and proprietary systems.

• Provides general end user training and documentation.

• Other duties as assigned.