"Service Desk Analyst - 2024-08406"

Floor 03-Wool Center

time type

Full time

posted on

Posted 3 Days Ago

job requisition id

2024-08406

Who is Saint Louis University? Founded in 1818, Saint Louis University is one of the nation’s oldest and most prestigious Catholic universities. SLU, which also has a campus in Madrid, Spain, is recognized for world-class academics, life-changing research, compassionate health care, and a strong commitment to faith and service.

All About You

JOB SUMMARY:

The Helpdesk Support Analyst will be responsible for initial contact, providing basic technical product support to end users. Additionally, troubleshooting software application and hardware issues quickly and effectively, primarily via phone and email. Duties involve responding to end users promptly and professionally, accurately documenting issues and resolutions, and collaborating with other technical groups to solve complex technical problems.

PRIMARY JOB RESPONSIBILITIES:

• Provide end users with hardware, applications, system and network technical support to clients both locally and remote, via phone, email and remote tools.
• Provide end user support as needed.
• Provide, maintain, and improve upon excellent customer support.
• Supporting MS Office 365, Zoom, Panopto, Citrix Remote, Paper Cut, other applications as necessary.
• Basic troubleshooting for complex issues throughout the company infrastructure
• Provide Tier I support to associates and clients
• Follow up on outstanding requests and ensure timely resolution
• Work closely with Tier II, Campus Manager to ensure issue tracking and proper assignment of tasks is being completed daily.
• Remotely support audio and video or classroom technology equipment
• All other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge and proficiency of MS Office 365, Windows OS, MAC OSX, Android, iOS.
• Knowledge of collaboration tools such as Zoom, Team, Skype, etc.
• Remote Support Tools
• ITSM (Ticketing systems)
• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Basic hardware and software troubleshooting skills
• Basic networking knowledge
• Basic Active Directory experience
• Attention to detail
• High sense of urgency

MINIMUM QUALIFICATIONS:

• Associates degree in Information Technology related field is preferred or equivalent years of experience, plus one to three years of work experience

PREFERRED QUALIFICATIONS:

• n/a

Function

IT Customer ServiceScheduled Weekly Hours:

40Saint Louis University is an equal opportunity/affirmative action employer. All qualified candidates will receive consideration for the position applied for without regard to race, color, religion, sex, age, national origin, disability, marital status, sexual orientation, military/veteran status, gender identity, or other non-merit factors. We welcome and encourage applications from minorities, women, protected veterans, and individuals with disabilities (including disabled veterans). If accommodations are needed for completing the application and/or with the interviewing process, please contact Human Resources at 314-977-5847.