SDSU Research Foundation

  • Service Desk Analyst

    Req No.
    2018-7489
    Category
    Information Technology
    Type
    Full-Time Central Staff
    Salary
    $13.83 to $23.00
    Dept/Proj Name
    SDSURF - Information Systems
  • Overview

    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.

     

    SPECIAL NOTES:

    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.

    Responsibilities

    The Service Desk Analyst is responsible for but not limited to:

     

    SERVICE DESK SUPPORT 90%

    • Provide first response for all IT Service Desk issues utilizing excellent communication skills, oral and written
    • Coordinate the setup, deployment, recycling of user workstations and related resources
    • Use strong attention to detail and document all resolutions/instructions in the knowledgebase
    • Assist with the creation, modification, and deletion of user accounts and groups
    • Identify, resolve, and escalate issues in coordination with all members of Information Systems
    • Reviews anti-virus reports and logs to ensure all workstations are current; exception items are reviewed and mitigated
    • Manage the inventory of computers, printers, and other assets
    • Implement and manage security on desktops
    • Administration and maintenance of file shares and user document repositories
    • Assist Users with technology transitions, changes, and SaaS cloud applications
    • Plan and conduct product and technical user training as needed
    • Manage Communication with other service desks across campus
    • Participation in, and advocate for, an ITIL-oriented service management system.

     OTHER DUTIES AND RESPONSIBILITES AS ASSIGNED 10%

      

     

    Qualifications

    Experience/Education

    • Minimum one year customer service experience in an IT Help Desk/support position in a Windows environment
    • Associate’s Degree in IT or related field or equivalent training, experience or certifications

    Preferred Qualifications

    • Experience working in one or more desktop imaging systems
    • Bachelor’s degree in Information Systems, Computer Science or related
    • IT Industry Certifications highly desired

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