IT Service Desk Analyst I

Summary

Northbridge University operates a Service Desk using Support Teams comprised of Support Analysts and Specialists. Each team contains IT technicians who may be asked to answer phone inquiries one day, triage Help Desk tickets the next day, and go visit a user the third day.

The IT Service Desk Analyst I provides a broad range of general and advanced technical support services to students, faculty, and administrative staff across the University. IT Service Desk Analysts, I provide primary support for the entire company, supporting Students, Staff, and Faculty. They provide basic administration (e.g., provisioning) of systems, assist with upgrades and integrations, help with cybersecurity issues, and provide troubleshooting support. The IT Service Desk Analyst I is a Tier 1 support resource.

IT Service Desk Analyst I is the eyes and ears of IT, and the first line of defense for users’ computing problems.

Essential duties and responsibilities

• Answer support phones and monitor the ticketing system, triaging and solving problems
• Extract a prioritized ticket and take appropriate action to resolve client issues.
• Provide technical guidance, advice, and training to system users
• Build and maintain positive, constructive partnering relationships with the campus community
• Perform IT production support for assigned area(s) according to documented processes.
• Perform desk-side support for end-users and provide local “remote hands” when required by engineers
• Interact with students, faculty, and administrative staff, supporting all aspects of infrastructure and classroom and meeting room technology in their environment
• Coordinate computer support activities with multiple user departments and internal teams, as well as third-party vendors
• Manage and coordinate vendors (we applicable) for the successful delivery of technology services in support of business needs
• Log all customer interactions, filling out detailed information in tickets and documenting resolutions

Minimum Requirements

• Associate degree in Information Technology, Computer Science, or related field
• Must be able to read, write, and speak English and Spanish
• Minimum of 1 year of experience and/or training that includes desktop support, network maintenance, and design
• Excellent analytical and problem-solving skills
• Strong verbal and written communication skills

Equality Employment Opportunity / Affirmative Action for minorities/Females/People with Disabilities/Veterans