Help Desk Analyst

Florida Institute of Technology•Melbourne, FL

52d

About The Position

The Help Desk Analyst, reporting to the Tech Support Manager, collaborates with the Help Desk Coordinator and staff to provide and ensure Florida Tech's end-users receive the appropriate assistance on issues concerning computer hardware, software, networking, and applications. This includes partnering with internal teams to manage all procedures for identifying, prioritizing, and resolving end-user help requests.

Requirements

Associate's Degree in an IT-related field or equivalent/relevant experience.
Experience in IT customer service support.
Experience classifying incidents and requests.
Experience assisting with Help Desk queues, including phone, email, and web.
Experience with a professional ITSM is preferred.
Knowledge of multi-platform processing and tools used for incident tracking and trending
Strong interpersonal skills; able to successfully build relationships
Strong communication skills
Ability to communicate complex IT issues at all levels of the University (i.e., from Students to Senior Leadership)
Knowledgeable of academic environments, services and applications is a plus.
Demonstrated commitment to quality user support and customer satisfaction
Strong business acumen and analytical and problem-solving
A self-motivated team player who can work independently
Ability to work with demanding users and manage their complaints in a fast-paced environment

Nice To Haves

Knowledgeable of academic environments, services and applications is a plus.
Experience with a professional ITSM is preferred.

Responsibilities

Providing 1st level support phone support
Acting as responder and escalation point for all 1st/2nd Level issues
Assist the Helpdesk Coordinator to serve as a Point of Contact for the Help Desk for all users and staff.
Ensure timely communications, as needed, with clients on incident progress, change control, and scheduled outages.
Manage/Prioritize/Escalate Help Desk tickets and assignments to the appropriate personnel.
Ensuring all incidents and problems are resolved/closed within Service Level Parameters
Document issues and create/update Knowledge Base entries

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