Service Desk Analyst

The Service Desk Technical Analyst provides technical support to students, parents, employees, and alumni of Samford University. The primary responsibility is to provide technology support to the Samford community by assisting members of the community with problem resolution from the point of initial contact through to a solution. Duties will be to: Provide telephone-based support to help customers Provide assistance in person to walk-in customers Provide assistance in the field (i.e. at the customer workstation) as may be required. When a problem is beyond the expertise of the Service Desk Technical Analyst, elevate the call via the ticketing system and ensure that a resolution was reached. Record and track support activities in the ticketing system. Assist in research and project development as assigned. Stay informed of current trends in university technology environments. Continually enhance own professional skills. Perform additional duties as required. High school diploma or equivalent. Excellent communication skills. Familiarity with web browsers and other current softward, especially the Microsoft Office suite. Possess a working knowledge of Windows 10/11, macOS, iOS, and Android. May be required to lift up to 50 pounds as necessary. Required to traverse the distances required across campus. Previous experience in a technology-related field, preferred. Previous experience in a customer support role in a higher education setting, preferred. #J-18808-Ljbffr