Service Desk Analyst I - Computing and Technology Services (CTS)

Service Desk Analyst I - Computing and Technology Services (CTS)

Salary: Commensurate with experience
Benefits: Generousbenefits include paid time off including holidays and vacation, retirementmatch, and tuition remission for employee and dependents. Details at
Location: Computing and Technology Services(CTS)
Position Status: Full-time
Hours: Varied
Position Number: 436412/10-1133
FLSA Status: Exempt

POSITION SUMMARY:

TheService Desk Analyst I is responsible for providing service-focused first leveltechnical support to the Duquesne University user community through phone,email, chat, and walk-in encounters. In addition to front line technicalsupport this position will provide technology sales floor support includingdelivery of merchandise to customers and aiding in the retail purchasingprocess.

Types of support encounters include accounts,networks, platforms, servers, and applications, with the goal of resolving the customer'srequest on first contact.

The Service Desk Analyst I's work is planned andreviewed by the Service Desk Manager.

DUTIES AND RESPONSIBILITIES:

Responsible for monitoring, tracking, and seeing thecustomers' issues through to resolution ensuring the highest level of customersatisfaction.

Responsible for identifying the need for anddeveloping self-help materials for customers and support staff under theirsupervisor's direction.

This position works as part of a highly collaborativesupport team. Strong team commitment and the ability to workindependently are required. Mentorship of student staff to support excellencein service delivery and professional development.

Must be able to work a flexible work schedule,especially during peak periods, as well as participate in an on-call rotationunder the direction of the Service Desk Manager.

Flexibility for evening and weekend work during peaktimes of year.


Completes other duties as assigned.

REQUIREMENTS:
Minimum qualifications:

AssociatesDegree in Information Systems, Business, Marketing and Communication or relatedfields, or equivalent work experience. Help Desk Institute participateand certification a plus.
1+ years technical expertise with end user relatedtechnology hardware and software (Windows OS, VPN, laptop/desktop hardware,mobile devices, LAN/WAN, Email, Active Directory, Video Conferencing solutions,IAM platforms).

Experience with ITSM tools and remote supporttechnologies.

Experience with Office365 cloud-based technologyincluding configuration and troubleshooting of mail clients on PC and mobiledevice platforms.

Strong self-motivated team player with ability to workin a highly collaborative environment.
2+ years' experience developing strong interpersonal,team and customer relationships.

2+ years of experience demonstrating the abilityto prioritize and multi-task and strong problem resolution skills.

2+ years demonstrating strong analytical andproblem-solving skills.

Strong written and verbal communication skills.

Ability to thrive in an environment of constantlearning, and require the ability to think critically.

Ability to manage projects to completion andmeet deadlines.

Ability to communicate effectively at variouslevels of the organization.

Alternatively, the successful candidate may possess anyequivalent combination of experience and training, which provides theknowledge, skills and abilities required to perform the essential jobfunctions. This includes, but is not limited to, the following:


Ability to establish andmaintain effective working relationships with the University Community.

Ability and willingness to contribute actively to the mission of the Universityand to respect the Spiritan Catholic identity of Duquesne University. Themission is implemented through a commitment to academic excellence, a spirit ofservice, moral and spiritual values, sensitivity to world concerns, and anecumenical campus community.

APPLICATION INSTRUCTIONS:

Applicants are asked to submit a cover letter, resume, and contactinformation for three professional references.

Duquesne University was founded in 1878 by its sponsoring religious community,the Congregation of the Holy Spirit. Duquesne University is Catholic inmission and ecumenical in spirit. Motivated by its Catholic identity,Duquesne values equality of opportunity both as an educational institution andas an employer.