Service Desk Analyst

Saint Vincent College•Latrobe, PA

About The Position

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.

Requirements

Associate’s or Bachelor’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.
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.
All positions require the incumbent to be able to fully embrace the unique mission and identity of the College as a Catholic, Benedictine liberal arts and sciences institution.

Nice To Haves

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.

Responsibilities

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.