Teachers College - Jobs - Job Details - Service Desk Analyst I

Job Summary/Basic Function:

The Service Desk I supports faculty and staff desktop computer users with a strong commitment to high-quality customer service and a solid work ethic. Responds to inquiries via phone, email, and in-person visits, creating and managing trouble tickets to ensure timely issue resolution. Works collaboratively in a team environment to triage incoming support requests and escalate complex issues to the appropriate personnel. Assists in user training, desktop imaging, and deployment, while also maintaining internal documentation and updating the Service Desk website. Each team member is responsible for specific tasks and deliverables to enhance overall service efficiency.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

• Troubleshoot and resolve Level 1 and some Level 2 technical issues, including but not limited to software and hardware, network, email, and new technologies over the phone and in person.
• Communicate solutions effectively to end-users via phone, email, or in person.
• Provide individualized support and training to users on various technology-related topics as needed.
• Maintain and update the Service Desk database by logging all work orders and resolutions.
• Manage network and email user accounts, including setup and administration.
• Install and configure new computers, printers, and mobile devices for LAN connectivity, ensuring proper setup and functionality.
• Assist in the development of end-user documentation to enhance technology support resources.
• Coordinate and execute the disconnection and reconnection of computers and peripherals during office moves.

Minimum Qualifications:

• BA/BS or equivalent in education and experience.
• Proficient in using ServiceNow as an ITSM tool for handling requests and incidents.
• A minimum of one year of supporting PCs and Macs and maintaining hardware and software in a
  networked environment is required.
• Ability to resolve level I and some level II trouble tickets.
• Ability to organize complex tasks and perform activities requiring resolution of problems of minimal
  to moderate technical scope.
• Ability to resolve support tickets within time frames identified by IT service level agreements.
• Specific Skills: Knowledge and understanding of Windows 7/8 and Mac OS X operating systems.
• Demonstrated ability to communicate expertly by phone, email, and in person.
• Experience supporting desktops, laptops, printers, smartphones and scanners.
• Knowledge of Microsoft Office, Google Docs, Gmail, and other Google Apps.
• Troubleshoot mobile device email sync issues.
• Provide basic user training on standard tools and applications as needed.
• Follow policies and procedures for identifying, receiving, documenting, distributing, and correcting
  problems.
• Assist in monitoring IT assets and supplies.
• Work collaboratively with employees within other IT groups to resolve customer issues.
• Extensive diagnostic skills in desktop application, hardware, network, and printer issues.

Preferred Qualifications:

• Proficient in 3 out of 7 following skills with a minimum of 1-2 years experience in each.
• Disk imaging solutions.
• Configuration and scripting experience.
• Website maintenance Use of Service Desk ticketing software Network printer troubleshooting experience.
• Active Directory account management Higher Education technology support.
• Knowledge of KCS (Knowledge Centered Support).
• Knowledge of ServiceNow HAM / SAM (Hardware Asset management / Software Asset Management).
• Knowledge of ChatBot Support is very helpful.

Salary Range:

$55,000 - $55,000

Work Modality:

Onsite