Service Desk Analyst - IT Solutions

TITLE Service Desk Analyst JOB SUMMARY The Service Desk Analyst provides first level information technology (IT) support and services to members of the Texas Woman’s University community to help ensure students, faculty, and staff can successfully accomplish their academic and administrative goals. The position will provide assistance and support for a wide range of hardware and software requests and are responsible for escalating the service requests to second and third level support teams as appropriate. The Service Desk Analyst may also participate in other projects as assigned by their supervisor. As a member of the IT Solutions team, the Service Desk Analyst is expected to uphold the division’s mission to “empower an agile, digital university and elevate technology as a strategic institutional asset” and contribute positively to a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within ITS. ORGANIZATIONAL RELATIONSHIPS Reports to: Associate Director, Outreach, Engagement & Support Supervises: No supervisory responsibilities. ESSENTIAL DUTIES - May include, but not limited to the following: Support (40%) Provides remote hardware support for laptops, desktops, printers, phone, mobile devices, WLAN, classroom technology, video conferencing technology, and other institutional hardware platforms. Provides remote software support for all institutional systems and software including but not limited to the institutional learning management system and ERPs. Assists other departments as needed during software releases and rollouts. Performs preventative maintenance on various institutional systems. Service Management (40%) Serves as the single point of contact for information technology-related issues, problems and requests. Acts as an escalation point for advanced or difficult help requests from Service Desk Students or other Service Desk Analysts. Escalates problems (when required) to the appropriate area within ITS and other parts of the university. Records, tracks and documents the service desk request problem-solving process, Assists faculty, staff, and students with software and hardware training/instruction as needed. Develops help sheets, knowledge base articles, and FAQ lists for end users. Provides a high level of customer service while supporting faculty, staff, and students. Builds rapport with service desk customers. Manages end-user expectations. including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Relationship Building (10%) Provides a high level of customer service while supporting faculty, staff, and students. Builds rapport with service desk customers. Manages end-user expectations. ADDITIONAL DUTIES Participation & Support (10%) Maintains awareness of current practices, future trends, and best practices in information technology. Represents IT Solutions and participates in the campus community by serving on working groups, project teams, and college committees. Performs other duties as requested. EDUCATION High school diploma or equivalent required. EXPERIENCE (Regular) Two years of relevant experience in a customer service, help desk, or IT support role. Additional job-related education may substitute for the required experience on a year-for-year basis. (Entry Level) No experience required. REQUIREMENT Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position. This position includes evening/weekend shift work and may include some holidays. Work is performed under general supervision and performance is based on the effective completion of assignments and results obtained. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures. All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures. KNOWLEDGE, SKILLS, AND ABILITIES - The following are essential: Experience with one or more desktop operating systems and application suites. Customer service orientation. Strong written and oral communication skills (including ability to present ideas in user-friendly, business-friendly and technical language) and interpersonal skills with a focus on rapport-building, listening and questioning skills. Proven analytical and problem-solving abilities, including ability to anticipate, identify, and solve critical problems. Ability to build effective relationships and strong commitment to working collegially and collaboratively with constituents at all levels in a diverse and distributed environment. Ability to use a personal computer and other office equipment, including related university software and email. Additional/Desirable Skills & Abilities ITIL/HDI experience or certifications. Strong documentation skills. Ability to conduct independent research into a wide range of computing issues. Highly self-motivated and directed with ability to effectively prioritize and execute tasks. Keen attention to detail. Experience in a higher education setting. PHYSICAL DEMANDS The physical demands described in the Essential Duties and below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. The employee may be required to travel. WORK ENVIRONMENT All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment. Work is normally performed in a typical interior work environment. SAFETY TWU promotes a safe working environment. Employees are responsible for completing assigned tasks safely and efficiently, and supervisors are responsible for creating and maintaining a safe work environment. Employees must report any unsafe work conditions or practices, as well as any near-miss incidents, to their supervisor and Risk Management. Supervisors and employees should ensure that injury/accident reports are submitted to the Office of Human Resources and Risk Management within 24 hours of the incident. Texas Woman’s University, an AA/EEO employer, provides equal opportunity to all employees and applicants for employment and prohibits discrimination on the basis of race, color, national origin, religion, gender, age, disability, veteran status, sexual orientation, or any other legally protected category, class or characteristic. All offers of employment will be contingent on the candidate’s ability to provide documents which establish proof of identity and eligibility to work in the United States. Positions at Texas Woman’s University deemed security-sensitive require background checks and verification of all academic credentials. If you are a male between the age of 18 and 25, federal law requires that you must be registered with the U.S. Selective Service System, unless you meet certain exemptions under Selective Service law. Under HB 558, enacted by the 76th Texas State Legislature, if you are currently of the age and gender requiring registration with Selective Service, but knowingly and willfully fail to do so, you are ineligible for employment with an agency in any branch of Texas state government. For additional information regarding registration or status, you can contact the Selective Service System at 847-688-6888 or www.sss.gov. TWU is the nation’s largest university system focused on women and a federally recognized Hispanic-Serving Institution. TWU is situated approximately 30 miles north of the Dallas-Fort Worth Metroplex and is home to approximately 16,433 graduate and undergraduate students across three campuses; Denton, Dallas, and Houston respectively. This diverse academic student community is guided by faculty committed to excellence in teaching, scholarship, and service. TWU is ranked among the nation’s top ethnically diverse institutions according to U.S. News & World Report (2022). Additional information about the University is available at http://www.twu.edu