National University · 5 hours ago
Service Desk Analyst
United States
Full-time
Remote
Entry Level
$20/hr - $25.77/hr
2+ years exp
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Responsibilities
Respond quickly to tickets and phone calls, supporting the department’s Service Level Agreements.
Maintain a high level of customer service, aligned with the University’s mission and values.
Document all troubleshooting activities in the centralized ticketing system.
Provide initial triage of service requests and determine if additional IT resources should be engaged to fulfill them.
Respond in a timely manner to inquiries and requests received via telephone calls, internal ticketing system, and email.
Ensure service tickets are created for all inquiries and requests submitted to the Service Desk.
Analyze, diagnose, test, and resolve basic to moderate service desk end-user problems.
Provide remote technical support and assistance on identified applications, software, and peripherals.
Triage and escalate, as appropriate, reported technical issues using critical thinking to measure the impact of the technical issue to the business.
Keep end-user abreast of current incident and service request status as per service level targets.
Update all service requests tickets in a timely manner, with appropriate level of information throughout the entire life cycle of the request.
Determine the correct assignment groups to transfer tickets to and transfer tickets accordingly, and in a timely manner.
Document support issues and resolutions.
Reasonable and consistent attendance to fulfill the requirements of the position.
Other duties as assigned.
Qualification
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Required
Associate's degree in technology, or related field, required.
Or equivalent combination of education and experience.
Minimum of two (2) years of experience in a customer service role required.
Minimum of one (1) year of experience as a technical support provider, or equivalent experience, required.
Must be flexible with hours scheduled to work.
Must be able to provide after-hours support as needed, as part of an on-call rotation.
Clear written and verbal communication skills.
Ability to communicate technical information effectively with internal and external customers.
Working knowledge of technical troubleshooting methodologies.
Proficient with Microsoft Word and other applications in the Microsoft Office 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 remote team environment.
Ability to multi-task and prioritize workflow.
Contribute to team innovation through ideas for process improvement and efficiency.
Familiarity with Active Directory and Microsoft Outlook/Exchange environments.
Knowledge of networking.
Familiarity with applications used to support higher education (LMS, SIS, ERP).
Familiarity with troubleshooting collaboration tools (i.e., Zoom, MS Teams).
Preferred
Experience in Service Desk/Call Center environment preferred.
Experience with ticketing systems preferred.
CompTIA certification, or equivalent, highly desirable.
Experience in higher education preferred.
Experience working in a technology-driven enterprise preferred.
Benefits
Comprehensive well-being benefits for you and your family
Company
National University
National University is a private, nonprofit university that provides accessible, achievable higher education to adult learners. It is a sub-organization of National University System.
1,001-5,000 employees
Funding
Current Stage
Late StageTotal Funding
$6.95MKey Investors
U.S. Department of Veteran AffairsThe Conrad Prebys FoundationNational Science Foundation
2024-11-11Grant· $0.5M
2024-09-18Grant· $0.35M
2023-12-21Grant· $0.5M
Leadership Team
Mark David Milliron
President & CEO
Dave C. Lawrence, Ed.D., Ed.S., MBA
Executive Vice President, Administration and Finance | Chief Financial Officer
Recent News
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