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As the Great Falls College single point of contact for IT services, the Service Desk Analyst role provides a range of services within the context of incident and service request management. This includes first line technical support and problem resolution for students, faculty, and staff in the use of desktop and laptop computers and peripherals, mobile devices, software applications, operating system problems, network connectivity, resource access problems, security and ID management, account, and service request coordination.

Core Duties

Provide technical support for computer hardware, software, peripheral devices, and desktop systems by troubleshooting, interpreting, analyzing and resolving problems. May install, configure, upgrade, deliver, and setup computer hardware, software and peripheral devices. May write instructional documentation and train computer users how to properly use computer hardware and software.

Duties and Responsibilities

• Incident / Service Request Management: Triage incoming tickets, work to resolve tickets, follow escalation process to coordinate resolution of tickets, follow up on incidents and service requests as needed, work to improve processes or develop needed processes.
• Knowledge Management: Individually contribute and collaborate with other teams to provide and maintain content for IT knowledge base.
• Customer Service: Troubleshoot and resolve customer problems, maintain a customer-friendly atmosphere and work proactively to provide customers with a great Great Falls College IT experience.
• Security: Work with system administrator and MSU UIT Security Group to encourage security best practices throughout campus and work to resolve any security vulnerabilities that are identified.
• Provide support to Faculty and Students with issues pertaining to Learning Management System (D2L/Brightspace).

Required Qualifications – Experience, Education, Knowledge & Skills

Demonstrated experience at Level 1 support in a complex networked environment of computer resources and enterprise services, or an equivalent combination of relevant education and experience.

Demonstrated experience with desktop, laptop, and mobile devices; Windows and Apple operating systems; applications, and their interaction with associated host systems, including, Microsoft Active Directory, Microsoft Office 365, and other cloud and local resources and services.

Demonstrated experience providing consistent and positive phone, ticket and in-person customer service, including IT remote support sessions, best practices, and policies, to a diverse customer base.

Demonstrated experience working intuitively and analytically to diagnose and resolve problems, working to improve processes and to work collaboratively in a cross-team environment.

Preferred Qualifications – Experience, Education, Knowledge & Skills

Service Desk / Help Desk analyst certification or equivalent support center training from recognized training authority.

Demonstrated experience in Higher Education and/or Enterprise IT environments.

Relevant knowledge of industry standard service desk processes and procedures (trouble ticketing, 1st call resolution, escalation, incident management); relevant knowledge of security solutions; relevant knowledge of security-related policies and guidelines; relevant knowledge of security practices and typical business requirements and functions associated with security practices; relevant knowledge of basic networking principles and troubleshooting procedures.

Demonstrated experience defining and troubleshooting customer problems.

Demonstrated experience working in a networked environment, including cloud services, file sharing, e-mail configuration, wireless connectivity, and client-side IP configuration.

Job Type: Full-time

Pay: $18.60 - $23.50 per hour

Expected hours: No less than 40 per week

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Great Falls, MT 59405: Relocate before starting work (Required)

Work Location: In person