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

Salary:                Commensurate with experience
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
Location:                   Computing and Technology Services (CTS)
Position Status:        Full-time                                             
Hours:                        Varied
Position Number:    436412/10-1133              
FLSA Status:              Exempt

POSITION SUMMARY:

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.

DUTIES AND 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.

REQUIREMENTS:

Minimum qualifications:

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.

Alternately, the successful candidate may possess any equivalent combination of experience and training, which provides the knowledge, skills and abilities required to perform the essential job functions. This includes, but is not limited to, the following: 

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.

APPLICATION INSTRUCTIONS:

Applicants are asked to submit a cover letter, resume, and contact information for three professional references.

Duquesne University was founded in 1878 by its sponsoring religious community, the Congregation of the Holy Spirit.  Duquesne University is Catholic in mission and ecumenical in spirit.  Motivated by its Catholic identity, Duquesne values equality of opportunity both as an educational institution and as an employer.