Job Description

Job Summary
The IT Service Desk Support Analyst provides frontline Tier 1 technical support to faculty, staff, students, alumni, and partners. This role serves as a primary point of contact for IT-related incidents, service requests, and inquiries, delivering timely, accurate, and customer-focused support in alignment with established service level agreements (SLAs). The position combines strong technical troubleshooting skills with excellent communication and customer service capabilities. The IT Service Desk Support Analyst documents, resolves, and escalates issues as appropriate, contributes to continuous service improvement, and supports standardized processes, tools, and knowledge resources that enhance the overall customer experience.

Responsibilities
Provide Tier 1 support for hardware, software, operating systems, applications, peripherals, and enterprise services
Perform initial diagnosis and troubleshooting, resolving issues at first contact
Appropriately escalate unresolved or complex issues to support teams with clear documentation and troubleshooting history
Provide and diagnose issues related to configuring, deploying, maintaining, and supporting desktops, laptops, mobile devices, printers, phones, and collaboration technologies
Support Windows, macOS, iOS, Android, and common productivity and instructional applications
Assist with endpoint management activities including question in support of imaging, patching, application delivery, and device compliance
Support account-related requests including password resets, access requests, and multi-factor authentication troubleshooting
Manage customer expectations regarding timelines, impact, and resolution
Contribute to and maintain knowledge base articles, troubleshooting guides, and standard procedures
Collaborate effectively with Service Desk leadership, peers, IT support teams, and functional partners
Assist with training and mentoring of student employees or new staff as assigned
Support special projects and initiatives related to Service Desk, IT operations and customer engagement
Required Qualifications
Educational Requirements

High school diploma or equivalent
Required Experience

One (1) year experience in related work
Preferred Qualifications
Preferred Educational Qualifications

Bachelor's Degree
Preferred Experience

One (1) year experience in related work
Customer service experience
Proposed Salary
$19.23 per hour

This is a non-exempt position paid on a biweekly basis.

Required Documents to Attach
Resume
Cover Letter
Two (2) Professional References
Knowledge, Skills, & Abilities
ABILITIES

Consistently exhibit engaging customer service
Ability to support various constituencies served by the University
Proven proficiency with computers including Microsoft Office, Google, and/or applications as required for specific position
Ability to explain technical concepts in a manner appropriate for non-technical users
Ability to deliver a consistently high level of customer service, ensuring clear, professional, and empathetic communication
Ability to maintain confidentiality and secure sensitive information
KNOWLEDGE

Adhere to University policies and procedures to meet Institutional goals and support University's mission for student success
SKILLS

Effective communication (verbal and written), organizational and human relations skills
Skilled in de-escalation techniques when assisting users experiencing service disruptions