Service Desk Analyst - IT Solutions

Texas Woman’s University • Denton, TX

5d • Onsite

About The Position

The Service Desk Analyst provides first level information technology (IT) support and services to members of the Texas Woman’s University community to help ensure students, faculty, and staff can successfully accomplish their academic and administrative goals. The position will provide assistance and support for a wide range of hardware and software requests and are responsible for escalating the service requests to second and third level support teams as appropriate. The Service Desk Analyst may also participate in other projects as assigned by their supervisor. As a member of the IT Solutions team, the Service Desk Analyst is expected to uphold the division’s mission to “empower an agile, digital university and elevate technology as a strategic institutional asset” and contribute positively to a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within ITS.

Requirements

• High school diploma or equivalent required.
• Two years of relevant experience in a customer service, help desk, or IT support role. Additional job-related education may substitute for the required experience on a year-for-year basis.
• Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.
• This position includes evening/weekend shift work and may include some holidays.
• Work is performed under general supervision and performance is based on the effective completion of assignments and results obtained.
• The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.
• All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures.
• Experience with one or more desktop operating systems and application suites.
• Customer service orientation.
• Strong written and oral communication skills (including ability to present ideas in user-friendly, business-friendly and technical language) and interpersonal skills with a focus on rapport-building, listening and questioning skills.
• Proven analytical and problem-solving abilities, including ability to anticipate, identify, and solve critical problems.
• Ability to build effective relationships and strong commitment to working collegially and collaboratively with constituents at all levels in a diverse and distributed environment.
• Ability to use a personal computer and other office equipment, including related university software and email.

Nice To Haves

• ITIL/HDI experience or certifications.
• Strong documentation skills.
• Ability to conduct independent research into a wide range of computing issues.
• Highly self-motivated and directed with ability to effectively prioritize and execute tasks.
• Keen attention to detail.
• Experience in a higher education setting.
• No experience required (for Entry Level).

Responsibilities

• Provides remote hardware support for laptops, desktops, printers, phone, mobile devices, WLAN, classroom technology, video conferencing technology, and other institutional hardware platforms.
• Provides remote software support for all institutional systems and software including but not limited to the institutional learning management system and ERPs.
• Assists other departments as needed during software releases and rollouts.
• Performs preventative maintenance on various institutional systems.
• Serves as the single point of contact for information technology-related issues, problems and requests.
• Acts as an escalation point for advanced or difficult help requests from Service Desk Students or other Service Desk Analysts.
• Escalates problems (when required) to the appropriate area within ITS and other parts of the university.
• Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Assists faculty, staff, and students with software and hardware training/instruction as needed.
• Develops help sheets, knowledge base articles, and FAQ lists for end users.
• Provides a high level of customer service while supporting faculty, staff, and students.
• Builds rapport with service desk customers.
• Manages end-user expectations.
• Maintains awareness of current practices, future trends, and best practices in information technology.
• Represents IT Solutions and participates in the campus community by serving on working groups, project teams, and college committees.
• Performs other duties as requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED