"Level 2 Service Analyst"

Job Description

Job Summary

Reporting to the IT Customer Service Manager, the Level 2 Service Analyst is responsible for providing level 2 endpoint support to the College community, supporting Windows and Mac platforms. Incumbent will troubleshoot, manage, and resolve level 2 support issues across software and hardware, including OS and application issues, printer issues, and other endpoint issues. Incumbent will have a strong focus on customer service and satisfaction. This position will deploy Windows and Mac computers, network printers, and other related devices. The incumbent will be a key contributor to the technical support teams, working with other members of the Customer Experience and broader ITS team to provide superior service to the campus community, with a focus on staying up-to-date on technology and necessary certifications.

Major Areas of Responsibility

• Analyze, troubleshoot, document, manage, and resolve level 2 Windows and Mac and related network/hardware/software support issues.
• Troubleshoot and resolve application issues on endpoint devices.
• Document processes and procedures.
• In conjunction with others on the Customer Experience team, develop and manage Windows and Mac deployment processes.
• Stay on top of emerging technologies, including major OS upgrades, to ensure first-class support is always available to our community.
• Support & manage the campus printing environment.
• Other duties as assigned.

Minimum Qualifications

• Bachelor's degree in Information Systems or equivalent experience, and at least 3 years of relevant experience.
• Strong focus on customer service required.
• Strong knowledge of Windows and Mac OS required.
• Knowledge of Microsoft Intune Endpoint Administration & Management.
• Strong knowledge of iOS preferred.
• Ability to prioritize and troubleshoot complicated technical problems required.
• Strong knowledge of Google Apps for Education preferred.
• Higher Education experience preferred.
• Ideal candidates will have a history of creative and innovative solutions, with a focus on evolving the support paradigm.

Core Competencies

• Dependability
• Flexibility
• Service Oriented
• Excellent Written & Verbal Communication
• Proficient Problem Solving
• Understands Risk Management
• Excellent Innovation/Creativity
• Strong Teamwork & Team Facilitation
• Strong Interpersonal Skills
• Understands, values, and respects diversity as an individual, in a team, and within groups while fostering an inclusive and supportive environment.

Salary: The range for the L2 Service Analyst position is $63,000-$67,000, commensurate with experience.

Weekly Hours: 40

Annual Work Schedule: 12 Months

Application Instructions

An updated resume and cover letter are required as a part of your internal application. In your cover letter, please reflect on how your professional and personal values align with the Mission of the College of the Holy Cross to form individuals of integrity and purpose who are committed to the flourishing of all.

Applications will be accepted until the position is filled. However, priority consideration will be given to applications submitted within 30 days of the posting date.

Additional Information To review our generous benefits options, please review our detailed information here or check out our Benefits at a Glance.

The College also provides reasonable accommodations to qualified individuals with disabilities during the hiring process in compliance with law. Please contact Human Resources for questions or to request an accommodation via email at hr@holycross.edu, or by calling 508-793-3391.

The College is an Equal Employment Opportunity Employer and complies with all Federal and Massachusetts laws concerning Equal Opportunity in the workplace.