Temporary Service Desk Analyst I (3 Month Project)

PARKER UNIVERSITY•Dallas, TX

2d•Onsite

About The Position

Parker University, the fourth-fastest growing college in Texas and the fastest-growing college in Dallas, is currently searching for a Service Desk Analyst I for a Temporary three (3) Month Project! We are seeking individuals who desire to use their unique skills to innovate and make an impact. The temporary Service Desk Analyst’s I role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Client Services expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as remote support tools. Provide varied tasks and solutions relating to the direct telephone support of end users of technology systems and services. The temporary Service Desk Analyst I actively works to troubleshoot problems related to hardware and software; direct users to appropriate Information Technology staff for support, development, and training, and escalate end user issues and concerns as required for appropriate and timely resolution. Hours: On campus - Monday thru Friday 8:00am to 5:00pm

Requirements

High School Diploma or equivalent required; Bachelor’s degree preferred.
Some college and/or technical coursework or seminars related to computing and telecommunications preferred.
One year of job related work in information technology and/or communications support preferred; higher education environment highly preferred
Basic to Intermediate working knowledge computer hardware and software
Basic to Intermediate working knowledge of modern client operating systems (Microsoft Windows, OSX, Linux)
Application support experience
Attention to detail
Strong problem solving, troubleshooting, and diagnostic skills
Working knowledge of a range of diagnostic utilities
Familiarity with the fundamental principles of ITIL and/or HDI
Exceptional written and oral communication skills
Ability to communicate effectively and professionally by phone, in person, and in writing
Exceptional customer service and interpersonal skills, with a focus on rapport-building, listening and questioning skills
Strong documentation skills
Ability to independently manage projects as assigned
Self-motivated and directed
Ability to organize work effectively, conceptualize and prioritize objectives and exercise independent judgment based on an understanding of organizational policies and activities
Ability to deal with ambiguity and fast-paced change
Ability to follow instructions and apply learned knowledge/experience beyond available instructions
Ability to establish and maintain effective work relationships with students, faculty, staff, and the public
Excellent time management skills
Ability to work independently and as part of a team
Ability to identify trends and react appropriately
Ability to present technical ideas and concepts in user-friendly language
Ability to represent the department and University in a friendly, courteous, and professional manner
Visual acuity to use a keyboard and view a computer terminal.
Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp.
May require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand and walk.
Ability to occasionally lift, carry and/or move light to medium weight up to 25 pounds and/or exert up to 25 pounds of force.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Nice To Haves

ITIL
ServiceNow
Active Directory
Brightspace Learning Management System
Jenzabar
Remote assistance protocols

Responsibilities

Serves as the single point of contact for information technology-related issues, problems and requests.
Assists faculty, staff, and students with software and hardware training/instruction as needed.
Respond to emergency or on-call situations in a timely manner.
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Alert management to emerging trends in incidents
Assist in the support of software releases and operating system releases and roll-outs and communication to the end users
Field incoming requests to the Service Desk via telephone, email, and in-person to ensure courteous, timely, and effective resolution of end user issues
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Build rapport and elicit problem details from service desk customers
Prioritize and schedule problems.
Escalate problem (when required) to the appropriate Information Technology staff
Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow ups to help requests.
Assists in the development and distribution of help sheets and FAQ lists for end users
Manage and ensure end-user expectations are met
Maintain responsible use of work area hardware, software, peripheral equipment, tools and test equipment
Provide end user support for standardized software installation and use, including training, troubleshooting, and problem resolution
Assist other members and functions of the Information Technology department as required.
Follows and maintains procedures and policies to ensure the security and integrity of systems/networks/resources.
Assist in the implementation of the institutionally appropriate and effective disaster recovery plans.
Participates in other IT projects as assigned.
May be required to work a flexible schedule, including nights, weekends and holidays.
Continually develops and maintains technical skills to ensure high quality levels of technical support for end users.