Job Details
Qualifications
- 1 year
- Associate's degree
- Call center
- Communication skills
- CompTIA A+
- Customer service
- HDI Certification
- IT
- LMS
- Mid-level
- Operating systems
- PeopleSoft
- Remote access software
- Software troubleshooting
- Technical support
Job Description
Job Posting:
JR100444 Jr. IT Service Desk Analyst (Open)Department:
IT Operations & Quality Assura , PMPosition Type:
Temporary (Fixed Term)Open Date:
11-21-2024Close Date:
12-06-2024 $44,948.00Job Description:
The Coppin State University IT Service Desk is the first point of contact for all IT support related requests and inquiries received via telephone, email, self-service portal, instant message, and walk-in from Coppin students, faculty, and staff.The Jr. IT Service Desk Analyst uses critical thinking skills to triage customer issues, diagnose technical issues, and resolve basic to moderate issues, while providing a high level of customer service. This person must be proficient with oral and written communication, maintain a good rapport with customers, and show an aptitude to resolve various technical issues using sound troubleshooting methodologies.
This position requires excellent listening skills and critical thinking to diagnose and remotely resolve issues. This person will need to obtain a working knowledge of general IT operations and all technologies officially supported by IT, including but not limited to: Microsoft operating systems; PeopleSoft; wireless connectivity; Microsoft Teams; Microsoft Skype for Business; and remote desktop agents.
Essential Functions
- Performs initial troubleshooting of all user issues and requests on campus applications, software and peripherals to students, faculty, and staff via telephone, chat, and remote tools, and escalates more challenging incidents to the appropriate team.
- Responds quickly and accurately to inquiries and requests assigned via the internal ticketing system, supporting Service Level Agreements.
- Follows all documented processes and procedures related to call handling, call escalation, data capturing, closure, and follow up procedures.
- Communicates with users to provide status, feedback, or general information regarding their request or inquiry for service.
- Provides Tier I technical support and assistance, as assigned by the Director.
- Supports the maintenance of technical and end-user knowledge bases.
- Maintains a high level of customer service, aligned with the University's mission and values.
- Documents all troubleshooting activities in the centralized ticketing system.
- Documents support issues and resolutions.
- Assists in testing newly developed tool features prior to user release to ensure no new bugs are introduced to the system and resolves current bugs.
Requirements
Education & Experience
- Minimum of one (1) year in a customer service role required.
- Minimum of one (1) year experience as a technical support provider or equivalent experience.
- Associate's degree with relevant certification (i.e., CompTIA, A+, HDI, ITIL), or Bachelor’s Degree in a technology related degree
Preferred Education & Experience
- Experience in Service Desk/Call Center environment
- Experience with ticketing systems
- CompTIA certification or equivalent highly desirable
- Must be flexible with hours scheduled to work at select parts of the academic year
Technical / Functional Skills
- Clear written and verbal communication skills.
- Ability to communicate technical information effectively with internal and external users.
- Working knowledge of technical troubleshooting methodologies.
- Proficient with Microsoft 365 and its applications within the Microsoft 365 Suite.
- Knowledge of current operating systems.
- Familiarity with troubleshooting browser-based applications.
- Must be self-motivated, detail oriented, be able to work effectively in a team environment.
- Ability to multi-task and prioritize workflow.
- Familiarity with applications used to support higher education (LMS, SIS, ERP)
- Familiarity with troubleshooting collaboration tools (ex. MS Teams)
Working Conditions:
- Office-based position. No options for remote work.
Note: This is a contractual position.
Additional Job Information:
IT Systems Analyst
Coppin State University is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, ethnicity, national origin, ancestry, religion, gender, sexual orientation, gender identity, genetic information, marital status, pregnancy, age, disability status or veteran status. View the EEOC Know Your Rights poster for more information regarding your rights under the law.
If you experience difficulties utilizing the online application system or you require reasonable accommodations during any part of the pre-employment process, please contact Human Resources at [email protected]. Please note that only inquiries regarding a request for reasonable accommodation or system issues will be responded to when contacting this e-mail account. Reasonable accommodation will be considered on a case-by-case basis.