Help Desk Analyst

Columbia College•Columbia, MO

4d•$19

About The Position

Columbia College is seeking a customer-centric and proactive Help Desk Analyst to join our Technology Services team. This role is responsible for providing frontline technical support to Columbia College students, faculty and staff, ensuring timely and effective resolution of technology-related issues. The ideal candidate will demonstrate exceptional customer service, strong troubleshooting skills, and a commitment to supporting the college’s academic and operational excellence.

Requirements

Ability to fluently read, write, and understand the English language.
Proficiency with the following, but not limited to: active listening; speaking; writing; critical thinking; judgment and decision making; monitoring; reading comprehension; time management; coordination; and management of personnel resources.
Proficiency for using a variety of computer and technology-related software and equipment, including Microsoft Office products and database systems.
Proficiency in using web-based technologies, including database systems.
Proficiency in typing, with an ability to type a minimum of 40 words per minute.
Ability to work independently and in a team environment, with or without direct supervision.
Excellent communication, interpersonal, customer service, and organizational skills.
Excellent attention to detail, good judgment and ability to set priorities.
Ability to work to deadlines and meet competing demands.
Ability to explain technical concepts to non-technical clients and users.
Proven experience as a proactive customer advocate.
Associate’s degree, or high school diploma with relevant experience.
Prior customer service experience.
Proficient with Microsoft operating systems and Office suite.
Aptitude for troubleshooting hardware and software issues.
Strong customer service skills, with the ability to manage difficult situations with patience and professionalism.
Ability to satisfy, within the parameters set by the College and consistent with applicable federal, state and local laws, a criminal background check as a condition of employment.

Nice To Haves

Bachelor’s degree in computer science or related field.
Foundational technical certifications (e.g. CompTIA A+).
Familiarity with IT Service Management and Service Desk best practices.

Responsibilities

Provide frontline support in an omni-channel environment (phone, chat, in-person) for a wide variety of academic and administrative campus technologies.
Fulfill service requests and troubleshoot and resolve issues; triage and escalate complex or specialized problems as needed.
Document service and support inquiries, actions taken, and resolutions in the IT service management system.
Identify issue and problem trends and collaborate with other units to continuously improve technology experiences.
Create and maintain documentation for common procedures and solutions.
Contribute to internal and customer self-service knowledge management and quality assurance initiatives.
Deliver superior customer service, building strong relationships with all college constituencies.
Perform job duties in alignment with Columbia College’s vision, mission, and values.
Display respect and civility in all communications, fostering a positive and inclusive campus environment.
Fulfill additional responsibilities as assigned, demonstrating flexibility and commitment to the college’s needs.
Maintain regular and punctual attendance during established hours of operation, with flexibility to work additional hours as needed.
Participate in team meetings and contribute to process improvement initiatives.
Provide coaching and mentoring to part-time and student staff as needed.