ITS Service Desk Analyst

Work Hours / Schedule : Flexible work schedules up to 20 hours per week during hours of 7 : 45am – 6 : 00pm Monday through Friday

Primary purpose of position : Provide technical hardware, software, and connectivity problem resolution over the phone, by email, or in person to the campus community under supervision of the Service Desk Manager.

Duties and responsibilities :

• Clearly communicate technical solutions in a user-friendly, professional manner
• Provide excellent customer service and ownership of technical support issues
• Log and track tickets using service desk management software and maintain up-to-date ticket records and related documentation
• Write knowledgebase articles for common problems
• Meet or exceed established objectives for time to first response, time to resolution, and customer satisfaction

Knowledge, skills and abilities required :

• Experience working with Microsof...