Service Desk Analyst

University of Tampa•Tampa, FL

2d•Onsite

About The Position

Information Technology and Security at The University of Tampa has an opening for a Service Desk Analyst. This position provides comprehensive technical support and customer service for University-supported applications, accounts, devices, peripherals, and technology platforms. This position responds to support requests in person, by phone, electronically, and through ticketing workflows; diagnoses and resolves hardware, software, account, access, and connectivity issues; documents resolutions; escalates urgent or specialized matters to the appropriate resource; and communicates clearly with customers throughout the support process. The position also supports endpoint configuration, device lifecycle activities, standards-based PC/Mac deployment, student employee guidance, service documentation, and operational improvements for the User Services team.

Requirements

High school diploma or equivalent required.
Working knowledge of fundamental operations of relevant software, hardware and other equipment
knowledge and experience of customer service practices
Related experience and training in troubleshooting and providing service desk support
Knowledge of or the ability to learn quickly The University of Tampa software programs such as Workday and Microsoft Office
Willingness to embrace new technologies and innovative organization practices
Excellent oral and written communication skills.
Strong customer service focus and end-user orientation.
Ability to explain technical concepts clearly to non-technical users.
Problem analysis, troubleshooting methodology, and solution-oriented judgment.
Attention to detail, planning and organizing, adaptability, and stress tolerance.
Team interaction, collaboration with technical staff, and ability to develop joint solutions.
Leadership and coaching ability when guiding student employees or supporting team documentation and procedures.
Willingness to embrace new technologies and improved organizational practices.

Nice To Haves

Bachelor’s degree preferred
Some training experience preferred

Responsibilities

Respond to requests for technical assistance in person, by phone, and electronically.
Provide user support and customer service for University-supported applications, platforms, accounts, devices, and peripheral equipment.
Log, manage, track, route, and document service requests, incidents, problems, and resolutions in the designated ticketing system.
Advise users on appropriate next steps, maintain clear communication, and ensure customers are informed throughout the support process.
Identify urgent issues, escalate appropriately, and inform management of recurring or high-impact problems.
Diagnose and resolve technical hardware, software, application, account, and equipment issues.
Install, configure, upgrade, maintain, and troubleshoot end-user computers, applications, and peripherals.
Configure PC and Mac computers to meet University security standards and policies.
Connect computers to the campus network and perform first-level diagnostics for connection issues from the wall jack to the user endpoint.
Repair or replace malfunctioning equipment when appropriate and coordinate escalation for issues requiring specialized resources.
Create student employee accounts within approved role-based access boundaries.
Reset Active Directory passwords; enable or disable accounts; move, delete, or manage objects in Active Directory as authorized.
Use assigned Microsoft 365, Azure, Exchange, Intune, group-management, licensing, BitLocker, and LAPS access for support activities.
Support shared mailbox access, shared mailbox conversion/reversion activities, distribution list or group membership changes, and Microsoft 365 license assignment or removal.
Delete devices from Intune and view BitLocker or LAPS information as needed to resolve approved support requests.
Maintain accurate hardware inventory records and assist with annual computer lease exchange or similar endpoint refresh initiatives.
Coordinate data sanitation prior to disposal in accordance with University procedures and applicable technology standards.
Research questions using available information resources and stay current with system information, changes, and updates.
Assist with training and guidance for student Service Desk employees.
Assist in developing and maintaining departmental and end-user computer procedures and documentation.
Contribute to service desk procedure adherence, knowledge-sharing, and process improvement across User Services.
Service Desk staff member may receive other duties as assigned.