USER SUPPORT ANALYST-REMOTE

Hiring Department

Division of Information Technology

Job Description

Receive, troubleshoot and resolve, or escalate all incoming requests for IT service and support. This is primarily done over the telephone, e-mail, chat, and remote assistance.

Thoroughly and accurately document customer interactions; including a complete description of the request with any associated symptoms, and a detailed synopsis of troubleshooting steps and outcomes. Help Desk analysts are also expected to regularly utilize and contribute to the Division of IT KnowledgeBase.

Participate in the design, testing and review of products and services deployed and/or supported by the Division of Information Technology.

Continually develop both people and technical skills by attending scheduled training, and use free time to learn new things on own initiative.

Shift

Variable hours, may require weekend shifts. Work remotely.

Minimum Qualifications

High School diploma. Residence within the state of Missouri. Excellent customer skills, including the ability to communicate effectively over the telephone and through various electronic media. Excellent analytical and problem-solving skills, with an eagerness to continuously learn and apply troubleshooting techniques to the University’s constantly changing technology environment. Willingness and ability to adapt to changing priorities, tasks, and work schedules to meet customer service standards. Ability to handle multiple requests/calls simultaneously; working under pressure and within certain time constraints. Being punctual and dependable is a must.

Preferred Qualifications

College degree or equivalent work experience with previous experience as a Help Desk analyst. Demonstrated ability to support Windows and Macintosh operating systems. Familiarity with Division of Information Technology systems and services.

Anticipated Hiring Range

Salary Range: $17.00-$19.00 Commensurate with experience

University Title: User Support Analyst