Service Desk Analyst

Description Respond to and resolve customer requests and inquiries by tracking them in ticket management system Provide information and instructions to users on various applications and equipment Provide direct support via email, phone, remote, and in-person appointments Identify technical needs of customers and find resolutions to address business needs Install, maintain, and troubleshoot computer equipment and software Performs routine backup and restores system and data files Ensure devices are setup in a standard, secure, and consistent manner Schedule customer installations and appointments Ensure policies and standards are met and procedures are followed by staff Maintain/manage ITS and CorePlus customer inventories Triage incidents and requests, ensuring that students and FTEs are completing them in a timely manner Attend team, departmental, and campus meetings Provide guidance to student employees, including scheduling, training, and performance feedback Document procedures, checklists, and other information required by the team Provide backup support for purchasing CorePlus and Onsite requested IT equipment Skills Help desk, Technical support, Desktop, Customer service, Troubleshooting, Office 365, imaging Top Skills Details Help desk,Technical support,Desktop,Customer service,Troubleshooting Additional Skills & Qualifications Supporting an enterprise level ticketing system. (Service Now) Job Type & Location This is a Contract position based out of Ames, IA. Pay and Benefits The pay range for this position is $19.00 - $20.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Ames,IA. Application Deadline This position is anticipated to close on Sep 27, 2026. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr