Service Desk Analyst

University of Southern Indiana-posted about 1 year ago
$42,786 - $42,786/Yr
Full-time • Entry Level
Evansville, IN
Educational Services
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

The Service Desk Analyst at the University of Southern Indiana is responsible for providing technical support for complex hardware and software incidents and service requests. This role involves troubleshooting hardware, software, and network issues while ensuring high customer satisfaction. The analyst will collaborate with IT teams and assist students, faculty, and staff in resolving technical problems, aiming for first-call resolution and effective communication throughout the process.

  • Troubleshoot and resolve hardware, software, and network-related problems for end-users in-person or via phone, email, or ticketing systems.
  • Strive for first-call resolution; escalate tickets to appropriate Tier 2 or Tier 3 work centers when necessary.
  • Provide support for operating systems, business applications, printers, and other IT equipment.
  • Ensure proper operation of technology applications and equipment by identifying, researching, and resolving technical problems.
  • Utilize TeamDynamix for issue and request tracking, ensuring all user requests are documented appropriately.
  • Assist with user account management, including password resets and access provisioning.
  • Interact with various IT teams to identify, correct, and restore technical problems.
  • Conduct basic training for end-users on system functionality and IT security protocols.
  • Collaborate with IT teams to improve overall IT service delivery and contribute to system documentation.
  • Utilize reporting and analytics tools to monitor data trends and identify potential issues.
  • Record and document identified issues to build a repository for future training and predictive analytics.
  • Associate degree or progress toward a bachelor's degree in computer science or a related area with two years of relevant experience required.
  • Proven experience in an IT service desk or technical support role.
  • Strong knowledge of Windows and Mac operating systems.
  • Proficiency with Microsoft Office 365 and common business applications.
  • Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
  • Familiarity with Active Directory for user and access management.
  • Experience with ticketing systems such as ServiceNow, Zendesk, or TeamDynamix.
  • Strong analytical and problem-solving skills with a customer-focused attitude.
  • Excellent communication skills, both written and verbal.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP).
  • Experience with remote desktop support tools (e.g., TeamViewer, Bomgar).
  • Familiarity with cloud technologies such as Azure or AWS.
  • Experience with mobile device management (MDM) solutions.
  • Knowledge of scripting or automation tools (e.g., PowerShell, Bash).
  • Experience supporting VOIP systems and collaboration tools like Microsoft Teams or Zoom.
  • Affordable medical, dental, vision, life and short term and long-term disability insurance plans.
  • Retirement plan with a total contribution equivalent to 7% of annual salary.
  • Full tuition fee waiver for employees/75% for spouses and dependent children.
  • Accrue up to 10 paid vacation days per fiscal year, with accrual increases after 4, 7, and 11 years of service.
Track Jobs with Teal

Job Search Resources

•
AI Resume Builder
•
Service Desk Analyst Resume Examples
•
Service Desk Analyst Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service