What are the responsibilities and job description for the Service Desk Analyst position at Saint Vincent College?
Description
Position Title: Service Desk Analyst
Reports to: User Services Manager
Supervises: Student Workers
Primary function: A Service Desk Analyst performs first-level diagnosis and troubleshooting support in accordance with established processes for all end-users of the Saint Vincent College community. They also document incidents, problems, and service requests to create a log that can be referenced by other Analysts. Working under minimal supervision, Service Desk Analysts assist with the configuration, support, and maintenance of all hardware, software, multimedia, peripherals, and mobile devices, along with the administration of user account management. When necessary, the Service Desk Analyst escalates complex incidents to second-level support personnel, while remaining as a liaison between end users and the appropriate IT Department staff members to ensure service has been restored.
Required Qualifications
Education & Experience: Associate’s orBachelor’s Degree preferred. Minimum two years of Computer systems and Service (Help) Desk experience in a multi-platform environment. Must possess excellent interpersonal and communication skills, both verbal and written. Ability to work effectively and independently in a collaborative team environment and interact with a wide range of users including students, faculty, staff, and monks. Experience preferred with PC Technical Support, Audio/Video Technologies, Microsoft Office 365, Windows O/S, Mac O/S, Linux, Help Desk Management, and Cellular/Wireless/Networking Technologies.
Essential Duties
PLEASE NOTE: Background checks will be performed on all new hires. Employment is conditional upon satisfactory background checks and clearances.
About the Organization Saint Vincent College is an educational community rooted in the tradition of the Catholic faith, the heritage of Benedictine monasticism, and the love of values inherent in the liberal approach to life and learning. Our mission is to provide quality undergraduate and graduate education for men and women to enable them to integrate their professional aims with the broader purposes of human life. The programs, activities, and encounters that make up student life at Saint Vincent College encourages the intellectual gifts, professional aptitudes and personal aspirations of students to mature harmoniously.
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex, national origin, age, physical or mental disability, genetic information, protected veteran status, uniformed service member status or any other characteristic protected by law.
Position Title: Service Desk Analyst
Reports to: User Services Manager
Supervises: Student Workers
Primary function: A Service Desk Analyst performs first-level diagnosis and troubleshooting support in accordance with established processes for all end-users of the Saint Vincent College community. They also document incidents, problems, and service requests to create a log that can be referenced by other Analysts. Working under minimal supervision, Service Desk Analysts assist with the configuration, support, and maintenance of all hardware, software, multimedia, peripherals, and mobile devices, along with the administration of user account management. When necessary, the Service Desk Analyst escalates complex incidents to second-level support personnel, while remaining as a liaison between end users and the appropriate IT Department staff members to ensure service has been restored.
Required Qualifications
Education & Experience: Associate’s orBachelor’s Degree preferred. Minimum two years of Computer systems and Service (Help) Desk experience in a multi-platform environment. Must possess excellent interpersonal and communication skills, both verbal and written. Ability to work effectively and independently in a collaborative team environment and interact with a wide range of users including students, faculty, staff, and monks. Experience preferred with PC Technical Support, Audio/Video Technologies, Microsoft Office 365, Windows O/S, Mac O/S, Linux, Help Desk Management, and Cellular/Wireless/Networking Technologies.
Essential Duties
- Serves as a role model of exemplarily customer service to faculty, staff, students, and guests of the College, Archabbey, Seminary and Parish by professionally and accurately using independent judgment to troubleshoot, diagnose, record, classify, correct, and close first-level requests via the phone or face-to-face, including (but not limited to) loss of service and user account requests.
- Act as a liaison between end users and the appropriate IT Department staff members to resolve service and change requests by assisting in the escalation and communication of unresolved requests through participation in second-level problem management and applying root cause analysis techniques in the development of temporary workarounds and/or permanent solutions.
- Organize, maintain, and inventory all active and stored computer, peripheral, and multimedia equipment and assist with installation, reallocation, and disposal.
- Administer IT incident and service requests for Technical and Application Services, including communication with the appropriate users and IT staff members, supervision and assignment of staff and student workers, evaluation of the feasibility of the request and the maintenance of appropriate records. Escalate incidents with the Managed Service Providers when required, communicate clearly with all parties involved, and ensure issues are tracked and resolved according to agreed service expectations.
- Assign student workers for IT Department tasks and provide training to student workers of College technologies including policy and procedures.
- Ensure working functionality of hardware and software resources by assisting with the setup, configuration, support, and preventative maintenance of access layer equipment and technology including all computer, multimedia, and peripheral equipment
- Assist with network, telecom, audio/video, and system administration duties by helping ensure system software, operating systems, and user accounts are secure, operational, and permission based, and ensure files are backed up on a regular basis, and hardware, software, and licensing inventory is well organized and maintained.
- Assist with developing and applying testing and conversion techniques to test and transition hardware equipment and software applications into a production environment.
- Serves as a responsible and professional staff member by participating in IT staff meetings and other functions (training of users, project meetings, and institutional activities); ensuring documentation is created in-line with current standards and is properly maintained according to established procedures and other documentation of main and remote campuses.
- Assist with ensuring the Confidentiality, Integrity, and Availability of “personal information” by protecting against any potential threats or hazards to the security or integrity of such information including unauthorized access to, or use of, such information in a manner that creates a substantial security risk of misuse, theft, or fraud.
- Passionate about all aspects related to technology.
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to conduct research on hardware and software issues and products as required.
- Ability to present ideas and solution in user-friendly language.
- Highly self-motivated and self-directed.
- Keen attention to detail.
- Ability to deal with sensitive information with confidentiality and tact.
- Demonstrate professional and ethical conduct.
- Access to transportation.
- Must have reliable internet access outside of normal business hours to support critical incident response and infrequent work away from the office.Work outside regular office hours as needed.
- Occasional lifting and transporting of computing equipment, bending, stooping, crawling, and reaching.
PLEASE NOTE: Background checks will be performed on all new hires. Employment is conditional upon satisfactory background checks and clearances.
About the Organization Saint Vincent College is an educational community rooted in the tradition of the Catholic faith, the heritage of Benedictine monasticism, and the love of values inherent in the liberal approach to life and learning. Our mission is to provide quality undergraduate and graduate education for men and women to enable them to integrate their professional aims with the broader purposes of human life. The programs, activities, and encounters that make up student life at Saint Vincent College encourages the intellectual gifts, professional aptitudes and personal aspirations of students to mature harmoniously.
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex, national origin, age, physical or mental disability, genetic information, protected veteran status, uniformed service member status or any other characteristic protected by law.