Service Desk Analyst

Avispa Technology•Stanford, CA

22h•Onsite

About The Position

A leading university is seeking a Service Desk Analyst to provide first-level technical support for hardware, software, networking, and communication technologies. This role is responsible for troubleshooting technical issues, supporting end users through multiple communication channels, maintaining accurate ticket documentation, and escalating complex issues while delivering exceptional customer service.

Requirements

3-4+ years of experience in a technical support or Service Desk role.
Experience supporting Windows operating systems, desktop computers, peripherals, and networked computing environments.
Experience installing, configuring, upgrading, and troubleshooting hardware and software.
Familiarity with ITSM ticketing systems such as ServiceNow, Remedy, or Zendesk.
Experience using remote desktop support tools.
Excellent customer service skills with proven phone support experience.
Ability to explain technical concepts clearly and patiently to end users.

Nice To Haves

Experience supporting users in a higher education environment is preferred.

Responsibilities

Provide first-level technical support for hardware, software, operating systems, peripherals, networking, and productivity tools through phone, live chat, remote desktop, messaging, and other support channels.
Troubleshoot, resolve, install, configure, and upgrade computer systems, communication devices, and peripherals, escalating complex technical issues to higher-level support when appropriate.
Monitor and manage service requests, system alerts, work queues, backups, recovery activities, and user account access while maintaining accurate documentation of all customer interactions.
Apply IT security best practices, asset management procedures, and standard troubleshooting methodologies to ensure secure and efficient technology support.
Deliver outstanding customer service by communicating technical information clearly, professionally, and patiently while supporting users in a fast-paced environment.