Help Desk Analyst

Responsiblties Provide technical support to the university community to resolve first tier common desktop software hardware and communications issues in an efficient and timely manner. Accurately document request history. Triage and route second and third tier requests to the appropriate technical personnel.

Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services software systems engineering and application development. Provide high quality customer service through courteous and professional communication. Support and maintain effective relationships with consistent follow-up and documentation.

Perform system upgrades and new system deployments when needed. Provide basic application and system training for users. Assist in the development of standard operating procedures and customer service guidelines. In addition to the above job responsibilities other duties may be assigned.

Key Skills

• Technical Collaboration.
• Detail Oriented Documentation.
• Help Desk Support Information. communication skills integrity. interpersonal skills.
• Technology and Hardware.