IT Analyst for Service Desk

Barnard College•New York City, NY

34d•Onsite

About The Position

Reporting to the IT Support Manager, the Support Analyst is a customer service and front-line technical support professional that performs intake on student, faculty and staff IT issues, as well as assisting with other duties and projects as assigned. The position is on-campus, 9 am-5 pm Mon-Fri. In addition to intake and ticket creation, the Analyst performs first-level troubleshooting and independently resolves routine technical issues that do not require escalation, while escalating more complex matters with appropriate documentation.

Requirements

Ability to complete assigned tasks with precision and accuracy.
Strong troubleshooting skills and ability to determine resolution versus escalation.
Ability to interact positively and appropriately with a wide variety of users.
Excellent verbal and written communication skills.
Ability to clearly explain technical concepts to non-technical users.
Ability to manage multiple requests in a high-volume, customer-facing environment.
College degree with 1 year of experience in customer service and/or desktop computer setup/support or equivalent technical experience and training.
Familiarity with Windows and macOS.
Familiarity with common user software environments (e.g., Gmail, Microsoft Office, web browsers, email applications, VPN tools, etc.).

Nice To Haves

Experience with ticketing systems (TeamDynamix preferred).
Experience providing remote technical support.

Responsibilities

Staff the Front Desk Operations and serve as the first point of contact for walk-in, email, and phone clients.
Create, document, categorize, and prioritize tickets in TeamDynamix with accuracy and attention to detail.
Perform structured intake and apply first-level troubleshooting across Windows and macOS computer systems.
Independently resolve routine access and workstation-related issues that do not require escalation, including password resets, MFA/DUO configuration, email support, VPN connectivity, printer access, software installation, Wi-Fi connectivity, and basic troubleshooting.
Provide remote and in-person technical support for on-campus and remote users.
Investigate user issues by reviewing prior tickets, internal documentation, knowledge base articles, and other relevant systems to ensure continuity and informed resolution.
Escalate complex issues to appropriate resolver groups with clear and thorough documentation.
Identify and bring attention to recurring issues, patterns, or potential service disruptions.
Provide users with written instructions and direct them to relevant knowledge base resources and institutional technology policies to promote self-service.
Maintain familiarity with Barnard and Columbia University systems and processes to appropriately guide faculty and staff to CUIT resources when applicable.
Provide feedback to update BCIT knowledge base.
Perform additional duties and responsibilities as assigned.