Service Desk Analyst

Overview The University of Alaska Fairbanks seeks a tech-savvy people-person to join the team as a Service Desk Analyst. The Service Desk Analyst is a member of the Nanook Technology Services team and serves UAF and UA customers as the first point of contact for technology support. You will work directly with students, faculty, and staff to understand their needs and resolve issues with desktops, laptops, applications, resource access, and more. Growth in this role includes developing expertise across the portfolio of technology services. UAF and OIT offer tools including Canvas, Active Directory, AS400/ATSM tools, and Google Workspace. You will use that knowledge to assist customers on the phone, via chat, in person, through emails, and via the service request platform. Inclusion and diversity are core values at UA. We are interested in candidates with demonstrated experience engaging in an inclusive environment who are passionate about helping people from diverse backgrounds be successful. Responsibilities Provide first-contact technology support to customers across desktops, laptops, applications, resource access, and related technologies via phone, chat, in person, email, and the service request platform. Develop and apply knowledge of technology services to assist customers and resolve issues efficiently. Collaborate with teams across the UA System on projects and technical solutions. Communicate clearly with users and document resolutions and guidance for future reference. Qualifications Minimum Qualifications: Associate degree and 3 years of experience in a relevant field (e.g., Information Technology) or an equivalent combination of training and experience. Excellent customer service skills. Ability to support and troubleshoot systems, workstations, and peripherals. Technical and Analytical Skills: Proficient in troubleshooting hardware and software issues on desktops, laptops, printers, and mobile devices; basic understanding of computer hardware components and peripherals; knowledge of Microsoft Office and Google Workspace; strong critical thinking to solve complex problems. Operating Systems and Directory: Strong understanding of Windows, macOS, and Linux; experience with Active Directory, user account management, and permissions; logical thinking and troubleshooting methodologies. Documentation: Ability to accurately document support requests, troubleshooting steps, and solutions; proficiency in creating clear technical documentation and knowledge articles. Teamwork: Ability to work effectively in a team, share knowledge, contribute to discussions, and uphold accountability. Position Details This position is part of a bargaining unit represented by the Coalition of Alaska University Staff for Equity (CAUSE)-UAW. It is located on the Troth Yeddha\'a campus in Fairbanks, Alaska. This is a full-time, on-site, non-exempt position with a competitive salary and full employee benefits package. New hires will be placed on the UA Staff Salary Schedule, Grade 78, based on education and experience. Application review will begin on May 13, 2026. To ensure consideration, please submit your application by 11:55 PM Alaska Standard Time on May 12, 2026. Work Arrangements and Compliance The University of Alaska reserves the right to require on-site work. Hybrid and remote work may be approved for employees based in Alaska at the University\'s discretion. Remote work for employees outside Alaska may be approved only in exceptional circumstances or when required by the position\'s duties. To view the full list of job responsibilities, please access the official job posting. Contacts For questions regarding this position, please contact the Nanook Technology Services HR Coordinator. (Email and phone number omitted in this refined version for privacy.) Legal and Compliance Eligibility: Applicants must be legally authorized to work in the United States without restriction. Background Check: The successful applicant is required to complete a background check. Any offer is contingent on the background check. Accessibility: The University is an Equal Opportunity/Equal Access Employer and Educational Institution and provides reasonable accommodations upon request. #J-18808-Ljbffr