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

Duquesne University • Pittsburgh, PA

16d

About The Position

The Service Desk Analyst I is responsible for providing service-focused first level technical support to the Duquesne University user community through phone, email, chat, and walk-in encounters. In addition to front line technical support this position will provide technology sales floor support including delivery of merchandise to customers and aiding in the retail purchasing process.
Types of support encounters include accounts, networks, platforms, servers, and applications, with the goal of resolving the customer’s request on first contact.
The Service Desk Analyst I’s work is planned and reviewed by the Service Desk Manager.

Requirements

• Associates Degree in Information Systems, Business, Marketing and Communication or related fields, or equivalent work experience. Help Desk Institute participate and certification a plus.
• 1+ years technical expertise with end user related technology hardware and software (Windows OS, VPN, laptop/desktop hardware, mobile devices, LAN/WAN, Email, Active Directory, Video Conferencing solutions, IAM platforms).
• Experience with ITSM tools and remote support technologies.
• Experience with Office365 cloud-based technology including configuration and troubleshooting of mail clients on PC and mobile device platforms.
• Strong self-motivated team player with ability to work in a highly collaborative environment.
• 2+ years’ experience developing strong interpersonal, team and customer relationships.
• 2+ years of experience demonstrating the ability to prioritize and multi-task and strong problem resolution skills.
• 2+ years demonstrating strong analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to thrive in an environment of constant learning, and require the ability to think critically.
• Ability to manage projects to completion and meet deadlines.
• Ability to communicate effectively at various levels of the organization.
• Ability to establish and maintain effective working relationships with the University Community.
• Ability and willingness to contribute actively to the mission of the University and to respect the Spiritan Catholic identity of Duquesne University. The mission is implemented through a commitment to academic excellence, a spirit of service, moral and spiritual values, sensitivity to world concerns, and an ecumenical campus community.

Nice To Haves

• Help Desk Institute participate and certification a plus.

Responsibilities

• Responsible for monitoring, tracking, and seeing the customers' issues through to resolution ensuring the highest level of customer satisfaction.
• Responsible for identifying the need for and developing self-help materials for customers and support staff under their supervisor's direction.
• This position works as part of a highly collaborative support team. Strong team commitment and the ability to work independently are required. Mentorship of student staff to support excellence in service delivery and professional development.
• Must be able to work a flexible work schedule, especially during peak periods, as well as participate in an on-call rotation under the direction of the Service Desk Manager.
• Flexibility for evening and weekend work during peak times of year.
• Completes other duties as assigned.

Benefits

• Generous benefits include paid time off including holidays and vacation, retirement match, and tuition remission for employee and dependents. Details at www.duq.edu/benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees