Job description
The IT Service (Help) Desk Analyst is a member of the Marquette University Information Technology Services (ITS) Division’s Support Services team which includes the ITS Service (Help) Desk, Desktop Support & Management, and Build & Deploy Team. The ITS Service (Help) Desk is the single point of contact for all Marquette University students, faculty, and staff IT and telecommunications related requests. The Help (Service) Desk is where all questions, issues and service requests are logged, categorized, prioritized, and followed through completion. The ITS Service (Help) Desk provides tier 1 and 2 client support for all technical issues related to hardware, software, printing, connectivity, mobile technology, and authentication (passwords, VPN, etc.).
At the direction of the Help Desk Manager, the IT Service Desk Analyst serves as an escalation point for incidents that cannot be resolved by Student Help Desk analysts. The ideal candidate will demonstrate sound customer service, information technology service management (ITSM), analytical, and technical skills. Also, must have excellent communication skills to resolve issues and set expectations with the various IT teams and partners, colleges, and departments throughout Marquette University.
Duties and Responsibilities
1. With minimal supervision, receive requests for IT Services assistance via telephone calls, email, chat, walk-up or written request; work with customers to analyze, troubleshoot and resolve technology issues in a timely fashion. When unable to come to resolution, log the request into the incident tracking system.
2. Oversee the Scantron test process and student scanning assistants who carry out these requests.
3. Resolves second level issues and is an escalation point and subject matter expert to Student Help Desk Analysts.
4. Follow-up or escalate to other tiers of support as necessary, documenting all troubleshooting steps taken.
5. Create and maintain documentation as work environment evolves and as directed.
6. Assist in the training of student employees.
7. Adherence to SLA’s for call answer rates, drop call rates, first call resolutions, total ticket resolution.
8. Works with and makes recommendations to the Help Desk Manager
9. Perform other duties and responsibilities as required, assigned, or requested.
Required Knowledge, Skills and Abilities
2. Oversee the Scantron test process and student scanning assistants who carry out these requests.
3. Resolves second level issues and is an escalation point and subject matter expert to Student Help Desk Analysts.
4. Follow-up or escalate to other tiers of support as necessary, documenting all troubleshooting steps taken.
5. Create and maintain documentation as work environment evolves and as directed.
6. Assist in the training of student employees.
7. Adherence to SLA’s for call answer rates, drop call rates, first call resolutions, total ticket resolution.
8. Works with and makes recommendations to the Help Desk Manager
9. Perform other duties and responsibilities as required, assigned, or requested.
High school diploma with a minimum of 3-5 years of experience in a level 1 and/or level 2 IT technician role or an associate degree in a related field with a minimum of 1-3 years of experience in a level 1 and/or level 2 IT technician role
Competent in identifying and resolving a full range of first and second level IT requests and issues.
Promotes and exhibits an excellent customer service culture.
Strong analytical and problem-solving skills
Effective communication skills
Ability to complete multiple simultaneous tasks in a timely manner.
Basic typing skills of at least 40 WPM
Work history showing progressively increased responsibilities.
The ability to occasionally lift/push/pull objects up to 25lbs.
Ability to work some weeknight and weekend hours.
Preferred Knowledge, Skills and Abilities
Bachelor’s degree in computer science or related field is preferred.
CompTIA A+ certification
MTA: Windows Operating System Fundamentals certification
HDI Support Center Analyst (HDISCA)
Department IT Services Posting Date 03/31/2023 Closing Date Special Instructions to Applicants EOE Statement
It is the policy of Marquette University to provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other applicable federal or state-protected classification.
Required Documents
Required Documents
Optional Documents
- Resume
- Cover Letter/Letter of Application
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