IT Analyst for Service Desk

Job Description IT Analyst for Service Desk Reporting to the IT Support Manager, the Support Analyst is a customer service and front-line technical support professional that performs intake on student, faculty and staff IT issues, as well as assisting with other duties and projects as assigned. The position is on-campus, 9 am-5 pm Mon-Fri. In addition to intake and ticket creation, the Analyst performs first-level troubleshooting and independently resolves routine technical issues that do not require escalation, while escalating more complex matters with appropriate documentation. Key Responsibilities Staff the Front Desk Operations and serve as the first point of contact for walk-in, email, and phone clients. Create, document, categorize, and prioritize tickets in TeamDynamix with accuracy and attention to detail. Perform structured intake and apply first-level troubleshooting across Windows and macOS computer systems. Independently resolve routine access and workstation-related issues that do not require escalation, including password resets, MFA/DUO configuration, email support, VPN connectivity, printer access, software installation, Wi-Fi connectivity, and basic troubleshooting. Provide remote and in-person technical support for on-campus and remote users. Investigate user issues by reviewing prior tickets, internal documentation, knowledge base articles, and other relevant systems to ensure continuity and informed resolution. Escalate complex issues to appropriate resolver groups with clear and thorough documentation. Identify and bring attention to recurring issues, patterns, or potential service disruptions. Provide users with written instructions and direct them to relevant knowledge base resources and institutional technology policies to promote self-service. Maintain familiarity with Barnard and Columbia University systems and processes to appropriately guide faculty and staff to CUIT resources when applicable. Provide feedback to update BCIT knowledge base. Perform additional duties and responsibilities as assigned. Knowledge, Skills & Abilities Ability to complete assigned tasks with precision and accuracy. Strong troubleshooting skills and ability to determine resolution versus escalation. Ability to interact positively and appropriately with a wide variety of users. Excellent verbal and written communication skills. Ability to clearly explain technical concepts to non-technical users. Ability to manage multiple requests in a high-volume, customer-facing environment. Qualifications College degree with 1 year of experience in customer service and/or desktop computer setup/support or equivalent technical experience and training. Familiarity with Windows and macOS. Familiarity with common user software environments (e.g., Gmail, Microsoft Office, web browsers, email applications, VPN tools, etc.). Preferred Qualifications Experience with ticketing systems (TeamDynamix preferred). Experience providing remote technical support. Work Conditions This job is an on-site, in-person role that requires face-to-face interaction with many constituents. Ability to perform customary office tasks such as sitting, walking, standing, computing, and answering the telephone for moderate to prolonged periods of time; light to moderate reaching, bending and lifting. Salary $25 - $29/hour The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the College's good faith and reasonable estimate of the range of possible compensation at the time of posting. #J-18808-Ljbffr Barnard College