Responds to and diagnosis problems through discussions with users. Performs analysis and assists in a variety of service desk activities including, but not limited to, providing support for customers and end users of OCIO services; guiding end users through troubleshooting procedures; processing and escalating service requests; and providing technical assistance in the setup, installation, and configuration of desktop software and hardware.

Service Desk analysts answer customer calls, respond to emails, escalate records to Tier 2 analysts and/or service owners, may perform onsite support, and provide follow up to customers as needed. May be asked to maintain knowledge base articles and provide assistance during major incidents. They are also responsible for determining the needs of faculty, staff and students and the proper support of those needs. Take ownership of all interactions, utilize appropriate follow-through, providing timely feedback. Use the Incident management and Request Fulfillment processes along with the Knowledge Management tool as designed. Identifies opportunities for improvement.

Required Education/Experience:

1 year Help Desk/Operations experience, or an equivalent - combination of education and experience. Must possess excellent phone based communication skills. Working knowledge of and experience with desktop hardware and peripheral units or components and their connectivity in a wired or wireless environment, PC and computer terminology, computing technologies, PC operating systems and applications, is required.

Desired Education/Experience:

Working knowledge of and experience with Microsoft Operating Systems and Microsoft Office products is preferred Prior experience in a direct customer service role via the telephone is preferred. Industry Certifications are a plus.

The Targeted Hiring Range for this position is $15.00 - $19.23/hour