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Columbia College · 3 weeks ago

Help Desk Analyst

Columbia, MO

Part-time

Onsite

New Grad, Entry Level

$18.61/hr - $18.61/hr

Columbia College is seeking a customer-centric and proactive Help Desk Analyst to join our Technology Services team. This role is responsible for providing frontline technical support to students, faculty, and staff, ensuring timely and effective resolution of technology-related issues.

Higher Education

No H1B

Responsibilities

Provide frontline support in an omni-channel environment (phone, chat, in-person) for a wide variety of academic and administrative campus technologies

Fulfill service requests and troubleshoot and resolve issues; triage and escalate complex or specialized problems as needed

Document service and support inquiries, actions taken, and resolutions in the IT service management system

Identify issue and problem trends and collaborate with other units to continuously improve technology experiences

Create and maintain documentation for common procedures and solutions

Contribute to internal and customer self-service knowledge management and quality assurance initiatives

Deliver superior customer service, building strong relationships with all college constituencies

Perform job duties in alignment with Columbia College’s vision, mission, and values

Display respect and civility in all communications, fostering a positive and inclusive campus environment

Fulfill additional responsibilities as assigned, demonstrating flexibility and commitment to the college’s needs

Maintain regular and punctual attendance during established hours of operation, with flexibility to work additional hours as needed

Participate in team meetings and contribute to process improvement initiatives

Provide coaching and mentoring to part-time and student staff as needed

Qualification

Technical SupportTroubleshootingCustomer ServiceMicrosoft OfficeTyping (40 WPM)IT Service ManagementCommunication SkillsInterpersonal SkillsOrganizational SkillsAttention to DetailTeam CollaborationFlexibilityProblem Solving

Required

Ability to fluently read, write, and understand the English language

Proficiency with the following, but not limited to: active listening; speaking; writing; critical thinking; judgment and decision making; monitoring; reading comprehension; time management; coordination; and management of personnel resources

Proficiency for using a variety of computer and technology-related software and equipment, including Microsoft Office products and database systems

Proficiency in using web-based technologies, including database systems

Proficiency in typing, with an ability to type a minimum of 40 words per minute

Ability to work independently and in a team environment, with or without direct supervision

Excellent communication, interpersonal, customer service, and organizational skills

Excellent attention to detail, good judgment and ability to set priorities

Ability to work to deadlines and meet competing demands

Ability to explain technical concepts to non-technical clients and users

Proven experience as a proactive customer advocate

Associate's degree, or high school diploma with relevant experience

Prior customer service experience

Proficient with Microsoft operating systems and Office suite