Help Desk Analyst

American University•Washington, DC

2d•Hybrid

About The Position

The Help Desk Analyst position is an integral part of the customer service team in Information Technology that answers questions and provides general troubleshooting assistance for the AU community via telephone, email, and instant message. The Help Desk staff are empowered with system administrator rights to fix most problems, as well as coordinate with other technical support, networking, academic and administrative computing staff to solve customers' problems and questions. This position works under the general direction of the Manager, IT Help Desk.

Requirements

Bachelor's degree or equivalent.
2 - 4 years of relevant experience.
Knowledge of common desktop applications (word processing, spreadsheet, database, presentation, electronic mail, etc.).
Ticket tracking through a customer relationship management system.
Proficiency with connecting computers to a local area network and the Internet using wired and wireless connections.
An understanding of computer hardware and operating systems (primarily current Windows and Mac OS versions).

Nice To Haves

Experience with ServiceNow, Active Directory, Microsoft SharePoint, and Microsoft 365 is preferred.

Responsibilities

Troubleshooting and Issue Resolution: Work directly with community members to analyze and resolve computer or network-related issues. Perform troubleshooting of PC and Mac configurations, as well as software, network connectivity, and other technical challenges. Deliver support through instant messaging, telephone, web, and email. Track all reported incidents and requests through the Help Desk database software package to ensure a quick and consistent response to users.
Customer Support and Enterprise System Facilitation: Respond to requests from students, faculty, staff, alumni, parents, and prospects for assistance in navigating and utilizing core enterprise systems. Provide guidance on accessing and using University-supported applications, such as enterprise resource planning systems, learning management systems, email, collaboration tools, and community portals. Serve as a liaison between customers and system administrators, both internal and external to OIT, to facilitate issue resolution. Assess customer needs and connect them with relevant services and resources.
Account and Access Management: Create, modify, deactivate, and delete computer accounts based on approved access rights. Interpret and apply security and access control policies. Manage network resources including configuring access privileges, troubleshoot network printers, and resolve workstation connectivity issues.
IT Operations and Documentation: Collaborate with OIT staff to develop and test new tools that enhance computing support. Create and maintain clear documentation within our published knowledgebases (both internal and external). Contribute to customer service projects that improve the university’s IT support experience.
System Monitoring and Problem Escalation: Analyze Help Desk service requests to identify recurring technical issues. Research and confirm system-wide problems and escalate them to management and/or the appropriate system administrator. Follow up to ensure timely resolution and quality customer service delivery.