Helpdesk Analyst

Berkeley College is currently seeking a Helpdesk Analyst.

The Berkeley College Helpdesk is the single point of contact for the college's user community for service requests, incident reporting, application queries, and customer communication. This position provides primary technical end-user support of personnel desktops/laptops and associated peripherals. This may include diagnosis and troubleshooting of all organizational software, hardware, and operating systems via phone, chat, email, and self-service requests.

This position is also responsible for the distribution of customer communications and the forward schedule of system changes. A successful candidate for this position must have excellent written and verbal communication skills, a consistently positive attitude, and outstanding customer service.

This is a full-time position at the Woodland Park location.

Work Hours: Monday - Friday 8:00 AM - 4:00 PM, with the flexibility to work other hours as needed. Hours may be modified at the discretion of the Manager as necessary to provide 24x7x365 customer support.

Qualifications/Requirements:

• Qualified candidates must have 1 year of experience in a Helpdesk, possess strong written and oral communication skills, and experience working with a ticket management system
• Maintain a positive attitude and the highest level of professionalism
• Uphold our commitment to providing customer service excellence
• Act as an ambassador of the department working with all of our customers in a professional manner

• Ability to work independently as well as part of a team including our desktop team
• Provide first-level technical support to all students, faculty, and staff
• Provide assistance and troubleshooting including identification, resolution, escalation, referral, and follow-up with hardware, software, and network issues
• Document all requests and incidents in the Berkeley College ticket system
• Document and escalate contacts to the appropriate queues
• Provide customers with prompt and accurate status updates on their requests
• Provide timely resolution to all assigned tickets or tasks
• Answer all contacts (call/VM/chat/ email/self-service) in a timely manner
• Coordinate with managers and lead analysts on all system outages
• Attend meetings and training sessions as necessary
• Ability to lift up to 60 pounds
• Other duties as needed

Berkeley College is committed to excellence in diversity and equity and the creation of an inclusive learning and working environment. We are an Equal Opportunity Employer and consider applicants for all positions regardless of race, color, religion, creed, gender, age national origin, marital and veteran status, disability, sexual orientation, gender identity or expression, or any other legally protected status.