Service Desk Analyst I – Computer and Technology Services (CTS)

Salary: Commensurate with experience
Benefits: Generousbenefits include paid time off including holidays and vacation, retirementmatch, and tuition remission for employee and dependents. Details at www.duq.edu/benefits
Location: CTS
Position Status: Full-time
Hours: Varied
Position Number: 436413/10-921
FLSA Status: Exempt

POSITIONSUMMARY:

The Service Desk Analyst I provides service-focused first leveltechnical support to the Duquesne University user community through phone,email, chat, and walk-in encounters. 

Types ofsupport encounters include accounts, networks, platforms, servers, andapplications, with the goal of resolving the customer’s request on firstcontact. 

Thisposition works as part a highly collaborative support team. Strong team commitment as well as the abilityto work independently are required. 

The ServiceDesk Analyst I’s work is planned and reviewed by the Service Desk Manager.

DUTIES AND RESPONSIBILITIES:

Responsible forproviding service-focused first level technical support to the DuquesneUniversity user community through phone, email, chat, and walk-inencounters. 

Responsiblefor monitoring, tracking and seeing the customers issue through to resolutionensuring the highest level of customer satisfaction.

Responsiblefor identifying the need for and developing self-help materials for customersand support staff under the direction of their supervisor.

Must be ableto work a flexible work schedule especially during peak periods.

Completesother duties as assigned.

REQUIREMENTS:

Minimum qualifications:

Associates Degree inInformation Systems, Business, Marketing and Communication or related fields,or equivalent work experience. Help DeskInstitute participate and certification a plus. 

1 years technical expertise with end userrelated technology hardware and software (Windows OS, VPN, laptop/desktophardware, mobile devices, LAN/WAN, Email, Active Directory, Video Conferencingsolutions, IAM platforms).

Experience with ITSM tools and remote supporttechnologies.

Experience with Office365 cloud-basedtechnology including configuration and troubleshooting of mail clients on PCand mobile device platforms.

Strong teamcommitment as well as the ability to work independently are required. 

Preferredqualifications:

Alternately, the successful candidate may possess any equivalent combination ofexperience and training, which provides the knowledge, skills and abilitiesrequired to perform the essential job functions. This includes, but is notlimited to, the following:

Strong self-motivated team player with abilityto work in a highly collaborative environment

2 years’ experience developing stronginterpersonal, team and customer relationships 

2 years of experience demonstrating theability to prioritize and multi-task and strong problem resolution skills.

2 years demonstrating strong analytical andproblem-solving skills

Strong written and verbal communication skills

Ability to thrive in an environment of constantlearning, and require the ability to think critically 

Ability to manage projects to completion andmeet deadlines

Ability to communicate effectively at variouslevels of the organization

Commitment to the University’s values of diversity, equity and inclusion, andrecognition of the importance of treating each individual with dignity andrespect consistent with the University’s Mission. Demonstrated experience with, andunderstanding of, the broad diversity of the University community (students,faculty, staff and others).

Ability toestablish and maintain effective working relationships with the UniversityCommunity.

Ability and willingness to contribute actively to the mission of the Universityand to respect the Spiritan Catholic identity of Duquesne University. Themission is implemented through a commitment to academic excellence, a spirit ofservice, moral and spiritual values, sensitivity to world concerns, and anecumenical campus community.

APPLICATIONINSTRUCTIONS:
Applicants are asked to submit a cover letter, resume, and contact informationfor three professional references.
Catholic in its mission and ecumenical in spirit, Duquesne University valuesequality of opportunity as an educational institution and as an employer. Weaspire to attract and sustain a diverse faculty and staff that reflectscontemporary society, serves our academic goals and enriches our campuscommunity. We particularly encourage applications from members ofunderrepresented groups and support dual-career couples through our chartermembership in this region's HERC (http://www.hercjobs.org/oh-western-pa-wv/).
We invite applicants for this position to learn more about our university andits Spiritan heritage byvisiting http://www.duq.edu/about/mission-and-identity/mission-statement.Those invited to campus for an interview may be asked about ways in which theysee their talents contributing to the continued growth of our community andfurthering its mission.
Duquesne University was founded in 1878 by its sponsoring religious community,the Congregation of the Holy Spirit. Duquesne University is Catholic inmission and ecumenical in spirit. Motivated by its Catholic identity,Duquesne values equality of opportunity both as an educational institution andas an employer.