Service Desk Analyst

Job Responsibilities The Service Desk Analyst will provide phone, remote & email based, first level technical support to staff and faculty for the Des Moines Area Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. Job Functions Provides excellent customer service to all Des Moines Area Community College staff and students Answers incoming phone calls promptly and pleasantly Utilize effective troubleshooting skills, tools, and communication with end users to resolve First Call Resolution issues Responds quickly and professionally to requests through the Customer Support Service Desk Scheduling Service Request Team through data entry in a team environment Maintains confidentiality for students, faculty and staff profiles Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public Displays a positive, friendly and respectful attitude towards customers and co-workers Possesses strong organizational skills and high attention to detail Other duties as assigned by management Job Qualifications Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment Associates Degree or Certificate/Diploma in computer science or related field Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016 Preferred Education/Experience Basic Active Directory Administration experience Experience with ITIL methodology Experience supporting Higher Education staff and faculty Experience supporting end users utilizing Macintosh operating systems Experience supporting end users utilizing educational/presentation technology peripherals Experience supporting end users utilizing Microsoft SharePoint Benefits Health, Dental and Vision insurance STD/LTD Insurance Section 125 Flex Spending Account 401(K) Retirement Plan Vacation Pay Paid Time Off Holiday Pay Employee Assistance Program Solutions Management Group is an Equal Opportunity Employer #J-18808-Ljbffr