Help Desk Analyst

About the position

We are searching for candidates that meet the required qualifications and experience and are able to perform the essential duties and responsibilities. The position involves providing business, security, and technical analysis as well as high-level technical support. The candidate will work with other departments to ensure that the Help Desk process, procedures, solutions, and service request offerings meet the institution's needs. The role includes acting as application and user administrator for various systems and serving as the intermediary between users, various Information Technology (IT) groups, and non-IT groups.

Responsibilities

• Analyze tickets, systems, processes, security, and procedures for the Help Desk and other departments to identify issues, improve performance, and enhance efficiencies.
• Process employee and student technical support tickets and provide support via phone, email, chat, video conference, and remote desktop connection as needed.
• Act as an escalation point for help desk technicians, senior technicians, student assistants, and the student Help Desk.
• Resolve advanced hardware, software, networking, telephone, and account issues.
• Build and maintain the Service Request Catalog and lead cross-department projects to create and update service request forms, automation, and other system configurations.
• Develop, maintain, and manage a knowledge/solutions base and the Technology Services Standard Operating Procedures (SOPs) documents.
• Complete complex security-sensitive functions, including creating, updating, and maintaining network accounts, passwords, and e-mail distribution lists.
• Provide training for IT and non-IT personnel and create supplemental training documentation, guides, and videos.
• Develop and maintain departmental webpages and Teams Groups with current information, contact numbers, processes, online forms, and automated tools.
• Participate in interdepartmental meetings to ensure up-to-date knowledge of current and future processes, procedures, and systems.

Requirements

• Associate degree from an accredited institution and a minimum of three (3) years of IT experience.
• Advanced knowledge of Office 365 applications and administration.
• Advanced knowledge of IT ticketing system use, automation, and administration.
• Knowledge of both Microsoft Windows and Apple operating systems.
• Knowledge of networking, basic network security, and system administration.
• Knowledge of telecom systems, including Cisco Jabber and Finesse.
• Knowledge of Microsoft tools, including Active Directory, Microsoft Exchange, Azure administration, Microsoft Powershell, and Power Automate.
• Knowledge of VPN and VPN troubleshooting.
• Basic knowledge of computer hardware, printer hardware, and data analytics.
• Advanced computer and technology support skills, including troubleshooting.

Nice-to-haves

• Four (4) years of related experience.
• CompTIA A+ Certification, Net+ Certification, Sec+ certification, and/or Microsoft 365/Azure certification preferred.

Benefits

• Full-time employment with a salary range of $47,300.00 to $56,760.00 based on experience.
• Equal Opportunity Employer status.