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Job Summary
This position is highly interactive and accountable for serving as the point of contact between IT and end users. This position is responsible for incident resolution by restoring services as quickly as possible or escalation to the appropriate IT resource and incident logging and categorization. This position is also responsible for request fulfillment support and knowledge management, providing users with guidance and support for their IT needs. IT Service Desk Analyst Associate will be responsible for assisting in the incorporation, installation, training, support and coordination of new and ongoing projects that involve several teams.
Requirements
EDUCATION
High School Diploma or equivalent.
Bachelor’s degree and a minimum of 24 semester hours in computer, analytical, or data-processing related studies. In lieu of degree, five (5) years' relevant experience will be considered.
EXPERIENCE
IT experience such as data and computer operations desirable.
Knowledge of basic troubleshooting of computer hardware and/or software.
ESSENTIAL SKILLS & ABILITIES
Technical Expertise
Customer Service Support
Desktop Support
Troubleshooting
Interpreting Data
Analytical Problem Solving
Interpersonal Sensitivity
Oral & Written Communication
Detail-Oriented
Highly Organized
Deadline Oriented
Skills
• Analytical Problem Solving
• Critical Thinking
• Customer Service
• Desktop Support Management
• Five9
• Microsoft Office
• Oral Communications
• Organizing
• Remote Desktop Support
• Results Interpretation
• ServiceNow Platform
• Troubleshooting
• Varonis
• Written Communication
Responsibilities
• Assists in coordinating resolution of technical/system incidents reported by end users ensuring incidents are resolved and implemented to agreed standards and timescales.
• Assists in fulfillment of IT service requests submitted by end users.
• Completes routine monitoring of mission critical Enterprise applications and may participate in the testing of new applications.
• Listens, empathizes and has a sense of urgency while ensuring proper and professional interpretation/communication, and recording accuracy to resolve reported incidents.
• Performs any other job related duties as required.
• Proactively informs users concerning current or expected errors, new and existing services, change schedules and order procedures.
• Remains abreast of industry changes and enhancement, as well as product capability and availability.
• Reviews and appends the knowledge base articles for the end users and the Service Desk to ensure that accurate and up to date information is available for common IT questions, requests, and incidents.
Certifications
Security Requirements
This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual.
Segregation of Duties
Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.
Employment Type
Regular
ADA Requirements
1.1 General Office Worker, Sedentary, Campus Travel - Someone who normally works in an office setting or remotely and routinely travels for work within walking distance of location of primary work assignment.
