The ServiceDesk Analyst I serves as a member of the University IT ServiceDesk team.  The position responds to and resolves customer issues and problems related to IT systems, software and hardware in office spaces for individuals, as well as classrooms and computer labs.  The ServiceDesk Analyst I utilizes MyIT.usj.edu TDNext Ticket System to receive, log and take ownership of service requests and incidents, contacts customers to troubleshoot and resolve or escalate these issues.  The ServiceDesk Analyst documents resolutions for future consideration and acts as an escalation point for IT Student workers.  The position is also responsible for configuring and deploying PCs, peripherals and various hardware throughout campus as needed.

Responsibilities (Include but are not limited to)

Primary Duties:

• Provide excellent customer service at all times; build positive relationships with University community
• Troubleshoot customer issues and resolve upon first contact when possible, including but not limited to desktop, printer, email, and classroom technology issues
• Record and document all details of service request/incident and resolution, including customer details, request categorization, priority, inventory item assignment, and troubleshooting steps
• Manage workload and prioritize service requests
• Coordinate and schedule time with customer when needed to address service request
• Ensure inventory accuracy by coordinating with Procurement Manager to make sure Assets are updated properly in the Asset Management tool of MyIT.usj.edu TDNext.
• Create knowledgebase articles as new solutions are developed
• Escalate issues appropriately when necessary

Secondary Duties:

• Keep abreast of emerging technologies, adapt to changing technology and seek ways to utilize emerging technology solutions
• UniFLOW Support Center, administrator access to research and resolves issues.
• MyIT TDX Support Center, administrator access to manage system, create Services and Knowledgebase Articles, Workflows and Forms, update web portal Alerts/Maintenance, and assist IT Team with requests and questions.
• Phone System Support Center, manage basic phone requests to include, deploying new IP phones, Provisioning existing IP phones, Voicemail password resets.
• O365 Support Center, manage proper end user licensing.

Education & Experience

• Bachelor's degree in Computer Science, Information Systems, or related field with 1-3 years of experience in Helpdesk support and operations; extensive experience considered in lieu of degree
• Demonstrated experience providing desktop support for both Windows and Mac OS

Other Qualifications

• Strong problem solving, troubleshooting, and analytical ability
• Ability to handle multiple projects in a fast paced environment while keeping a customer service attitude
• Strong organizational skills and attention to detail
• Able to function independently while operating effectively within a team environment
• Possess solid general computer skills, including ability to work in a Windows environment.  Proficiency with MS Office Suite, Internet, and other programs as needed (e.g., mail merge, data base management).  Familiarity with specific applications used by the University/Department a plus
• Excellent oral and written skills and ability to communicate comfortably with students, colleagues, and external constituents
• Flexible and able to multi-task
• Cultural competency to work with diverse student and/or employee population
• Exhibits a high level of professionalism, leadership, creative problem solving, diplomacy, negotiation and sales skills, and the ability to manage complex projects with minimal supervision
• Professional, courteous demeanor and appearance; ability to work professionally with students, faculty, staff and administration and represent the University professionally to the public
• Commitment to the mission of the University of Saint Joseph
• Physical ability to perform essential functions of the position, as noted below, with or without reasonable accommodation

Physical Requirements

• Bending: Minimal
• Climbing (e.g. stairs): Minimal
• Keyboarding: Substantial
• Kneeling: Minimal
• Lifting: Some (up to 50 lbs)
• Reaching: Minimal
• Sitting: Substantial
• Standing: Substantial
• Using Telephone: Substantial
• Walking: Substantial

This position is not eligible for visa sponsorship.

Benefits:

• 403(b) with employer match
• Medical/Dental/Vision insurance
• Life insurance
• Paid time off & 10 paid holidays
• Parental leave
• Tuition Waiver (include spouse & dependent waivers)
• Long-Term Disability insurance
• Employee assistance program
• Flexible spending account
• Health savings account
• 529 CHET savings plan

NON-DISCRIMINATION & TITLE IX INFORMATION

ACCOMMODATIONS FOR APPLICANTS WITH DISABILITIES INFORMATION

The University of Saint Joseph believes it must play an active role in creating a community of employees that is diverse, inclusive and equitable. Our work benefits greatly from the contributions of people of color, people from different socioeconomic backgrounds, women, LGBTQ+ people, veterans, and individuals with disabilities. Hence, we strongly encourage applications from people with these identities or who are members of other marginalized communities.

Apply Online

About University of Saint Joseph

The University of Saint Joseph, founded by the Sisters of Mercy in the Catholic tradition, provides a rigorous liberal arts and professional education for a diverse student population in an inclusive environment that encourages strong ethical values, personal integrity, and a sense of responsibility to the needs of society.At University of Saint Joseph, our mission statement profoundly resonates with our faculty and staff and serves as the foundation upon which our employment policy is built.We seek to attract, develop and retain individuals who are committed to our mission. We are committed to providing an environment where diverse talents, perspectives, experiences and contributions are recognized, and one that promotes the "growth of the whole person" with resources that enable employees to meet professional and personal life needs.

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