Service Desk Analyst
Saint Vincent College, Latrobe, PA, United States
Description
A Service Desk Analyst performs first-level diagnosis and troubleshooting support in accordance with established processes for all end-users of the Saint Vincent College community. They document incidents, problems, and service requests to create a log that can be referenced by other Analysts. Working under minimal supervision, Service Desk Analysts assist with the configuration, support, and maintenance of all hardware, software, multimedia, peripherals, and mobile devices, along with administration of user account management. When necessary, the Service Desk Analyst escalates complex incidents to second-level support personnel, while remaining a liaison between end users and the appropriate IT Department staff members.
Position Title Service Desk Analyst
Reports to User Services Manager
Supervises Student Workers
Required Qualifications Education & Experience: Associate’s or Bachelor’s Degree preferred. Minimum two years of Computer systems and Service (Help) Desk experience in a multi-platform environment. Must possess excellent interpersonal and communication skills, both verbal and written. Ability to work effectively and independently in a collaborative team environment and interact with users including students, faculty, staff, and monks. Experience preferred with PC Technical Support, Audio/Video Technologies, Microsoft Office 365, Windows O/S, Mac O/S, Linux, Help Desk Management, and Cellular/Wireless/Networking Technologies.
Essential Duties
Serves as a role model of exemplary customer service to faculty, staff, students, and guests of the College by professionally and accurately using independent judgment to troubleshoot, diagnose, record, classify, correct, and close first-level requests via the phone or face-to-face, including loss of service and user account requests.
Act as a liaison between end users and the appropriate IT Department staff members to resolve service and change requests by assisting in the escalation and communication of unresolved requests through participation in second-level problem management and applying root‑cause analysis techniques in the development of temporary workarounds and/or permanent solutions.
Organize, maintain, and inventory all active and stored computer, peripheral, and multimedia equipment and assist with installation, reallocation, and disposal.
Administer IT incident and service requests for Technical and Application Services, including communication with the appropriate users and IT staff members, supervision and assignment of staff and student workers, evaluation of the feasibility of the request and the maintenance of appropriate records. Escalate incidents with the Managed Service Providers when required, communicate clearly with all parties involved, and ensure issues are tracked and resolved according to agreed service expectations.
Assign student workers for IT Department tasks and provide training to student workers of College technologies including policy and procedures.
Ensure working functionality of hardware and software resources by assisting with the setup, configuration, support, and preventative maintenance of access layer equipment and technology including all computer, multimedia, and peripheral equipment.
Other Duties
Assist with network, telecom, audio/video, and system administration duties by ensuring system software, operating systems, and user accounts are secure, operational, and permission‑based, and ensuring files are backed up regularly, and hardware, software, and licensing inventory is well organized and maintained.
Assist with developing and applying testing and conversion techniques to test and transition hardware equipment and software applications into a production environment.
Serve as a responsible and professional staff member by participating in IT staff meetings and other functions (training of users, project meetings, and institutional activities); ensuring documentation is created in line with current standards and properly maintained according to established procedures and other documentation of main and remote campuses.
Assist with ensuring the Confidentiality, Integrity, and Availability of personal information by protecting against potential threats or hazards to the security or integrity of such information, including unauthorized access or use that creates a substantial security risk of misuse, theft, or fraud.
Special Challenges and Environment
Passionate about all aspects related to technology.
Strong customer service orientation.
Proven analytical and problem‑solving abilities.
Ability to effectively prioritize and execute tasks in a high‑pressure environment.
Ability to conduct research on hardware and software issues and products as required.
Ability to present ideas and solutions in user‑friendly language.
Highly self‑motivated and self‑directed.
Keen attention to detail.
Ability to deal with sensitive information with confidentiality and tact.
Demonstrate professional and ethical conduct.
Access to transportation.
Must have reliable internet access outside normal business hours to support critical incident response and infrequent work away from the office. Work outside regular office hours as needed.
Occasional lifting and transporting of computing equipment, bending, stooping, crawling, and reaching.
All positions require the incumbent to fully embrace the unique mission and identity of the College as a Catholic, Benedictine liberal arts and sciences institution. Saint Vincent College is committed to diversity and encourages applicants from all qualified candidates. Saint Vincent College is committed to building a diversified and competent population of faculty and staff, and encourages applications from women and minorities. Saint Vincent is an equal opportunity employer.
PLEASE NOTE: Background checks will be performed on all new hires. Employment is conditional upon satisfactory background checks and clearances.
EOE Statement: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex, national origin, age, physical or mental disability, genetic information, protected veteran status, uniformed service member status or any other characteristic protected by law.
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Position Title Service Desk Analyst
Reports to User Services Manager
Supervises Student Workers
Required Qualifications Education & Experience: Associate’s or Bachelor’s Degree preferred. Minimum two years of Computer systems and Service (Help) Desk experience in a multi-platform environment. Must possess excellent interpersonal and communication skills, both verbal and written. Ability to work effectively and independently in a collaborative team environment and interact with users including students, faculty, staff, and monks. Experience preferred with PC Technical Support, Audio/Video Technologies, Microsoft Office 365, Windows O/S, Mac O/S, Linux, Help Desk Management, and Cellular/Wireless/Networking Technologies.
Essential Duties
Serves as a role model of exemplary customer service to faculty, staff, students, and guests of the College by professionally and accurately using independent judgment to troubleshoot, diagnose, record, classify, correct, and close first-level requests via the phone or face-to-face, including loss of service and user account requests.
Act as a liaison between end users and the appropriate IT Department staff members to resolve service and change requests by assisting in the escalation and communication of unresolved requests through participation in second-level problem management and applying root‑cause analysis techniques in the development of temporary workarounds and/or permanent solutions.
Organize, maintain, and inventory all active and stored computer, peripheral, and multimedia equipment and assist with installation, reallocation, and disposal.
Administer IT incident and service requests for Technical and Application Services, including communication with the appropriate users and IT staff members, supervision and assignment of staff and student workers, evaluation of the feasibility of the request and the maintenance of appropriate records. Escalate incidents with the Managed Service Providers when required, communicate clearly with all parties involved, and ensure issues are tracked and resolved according to agreed service expectations.
Assign student workers for IT Department tasks and provide training to student workers of College technologies including policy and procedures.
Ensure working functionality of hardware and software resources by assisting with the setup, configuration, support, and preventative maintenance of access layer equipment and technology including all computer, multimedia, and peripheral equipment.
Other Duties
Assist with network, telecom, audio/video, and system administration duties by ensuring system software, operating systems, and user accounts are secure, operational, and permission‑based, and ensuring files are backed up regularly, and hardware, software, and licensing inventory is well organized and maintained.
Assist with developing and applying testing and conversion techniques to test and transition hardware equipment and software applications into a production environment.
Serve as a responsible and professional staff member by participating in IT staff meetings and other functions (training of users, project meetings, and institutional activities); ensuring documentation is created in line with current standards and properly maintained according to established procedures and other documentation of main and remote campuses.
Assist with ensuring the Confidentiality, Integrity, and Availability of personal information by protecting against potential threats or hazards to the security or integrity of such information, including unauthorized access or use that creates a substantial security risk of misuse, theft, or fraud.
Special Challenges and Environment
Passionate about all aspects related to technology.
Strong customer service orientation.
Proven analytical and problem‑solving abilities.
Ability to effectively prioritize and execute tasks in a high‑pressure environment.
Ability to conduct research on hardware and software issues and products as required.
Ability to present ideas and solutions in user‑friendly language.
Highly self‑motivated and self‑directed.
Keen attention to detail.
Ability to deal with sensitive information with confidentiality and tact.
Demonstrate professional and ethical conduct.
Access to transportation.
Must have reliable internet access outside normal business hours to support critical incident response and infrequent work away from the office. Work outside regular office hours as needed.
Occasional lifting and transporting of computing equipment, bending, stooping, crawling, and reaching.
All positions require the incumbent to fully embrace the unique mission and identity of the College as a Catholic, Benedictine liberal arts and sciences institution. Saint Vincent College is committed to diversity and encourages applicants from all qualified candidates. Saint Vincent College is committed to building a diversified and competent population of faculty and staff, and encourages applications from women and minorities. Saint Vincent is an equal opportunity employer.
PLEASE NOTE: Background checks will be performed on all new hires. Employment is conditional upon satisfactory background checks and clearances.
EOE Statement: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex, national origin, age, physical or mental disability, genetic information, protected veteran status, uniformed service member status or any other characteristic protected by law.
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