Information Systems is responsible for the operation, maintenance, security, integration and ongoing development of the SDSU Research Foundation technology resources.We work closely with our users and colleagues to develop and implement technology initiatives that support improved services for researchers and employees, contributing to increased productivity, security and accessibility to information assets.
The Service Desk Analyst is part of The Network & Operations Team, which provides network and server administration in a hybrid (on-premises and cloud) environment; desktop support services for central staff employees; web development; Sharepoint and O365 administration services; and information security services. Under general supervision of the Sr. Systems Administrator, the Service Desk Analyst is responsible for serving as the initial point of contact for IT Support while facilitating excellent communication between the client and all members of the Information Systems department.
As the most user-facing member of the Information Systems department, this role is expected to collect, triage, research, and resolve computer- and application-related issues in a professional and service-oriented manner through direct customer interaction and achieve satisfactory resolution of issues utilizing support tools, service management software, diagnostic tools, and best-practices with regards to root-cause analysis, identifying trends, and escalation when necessary. This role operates in a highly collaborative environment and has extensive input on the service desk role and practice within the guidelines of pre-established policy and procedure.
This position may require occasional overtime or scheduling on nights and weekends.
This position is not eligible for remote work.
This position is open until filled with first review of application on Friday, July 6, 2018.
The Service Desk Analyst is responsible for but not limited to:
SERVICE DESK SUPPORT 90%
OTHER DUTIES AND RESPONSIBILITES AS ASSIGNED 10%