About this role
Service Desk Analyst
The Service Desk Technical Analyst provides technical support to students, parents, employees, and alumni of Samford University.
Job Duties
- The primary responsibility is to provide technology support to the Samford community by assisting members of the community with problem resolution from the point of initial contact through to a solution. Duties will be to:
- Provide telephone-based support to help customers
- Provide assistance in person to walk-in customers
- Provide assistance in the field (i.e. at the customer workstation) as may be required.
- When a problem is beyond the expertise of the Service Desk Technical Analyst, escalate the call via the ticketing system and ensure that a resolution was reached.
- Record and track support activities in the ticketing system.
- Assist in research and project development as assigned.
- Stay informed of current trends in university technology environments.
- Continually enhance own professional skills.
- Perform additional duties as required.
Qualifications
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High school diploma or equivalent.
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Excellent communication skills.
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Familiarity with web browsers and other current software, especially the Microsoft Office suite.
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Possess a working knowledge of Windows 10/11, macOS, iOS, and Android.
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May be required to lift up to 50 pounds as necessary.
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Required to traverse the distances required across campus.
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Preferred Qualifications
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Previous experience in a technology-related field, preferred.
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Previous experience in a customer support role in a higher education setting, preferred.
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We offer a complete benefits package to full-time employees including health care, dental, vision, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave.