Address
Form of workPosition Type:
Technology
Date Posted:
4/25/2023
Location:
Administration Building
Closing Date:
06/19/2023 Service Desk Analyst I Location: Technology
Position: 12 Months 8 Hours Status: Non-Exempt, 8
Open Date: 4/25/2023 Closing Date: 6/19/2023
Starting Pay: $18.50/hour
Essential Job Functions:
Under the direction of the Service Desk Lead, this position will actively troubleshoot to identify, assess, record, resolve, and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes while providing quality customer service; perform ongoing analysis to identify opportunities that increase efficiency and quality of service; provide technical support to users for complex business related technical problems; interact with other IT groups to restore service and/or identify and correct core problems; assist with planning, coordination and execution of projects for Service Desk personnel; log and track inquiries using a problem management database; develop and continually update training material for new and existing support staff; work independently on tasks and projects; and other duties as assigned.
Qualifications:
Technology
Date Posted:
4/25/2023
Location:
Administration Building
Closing Date:
06/19/2023 Service Desk Analyst I Location: Technology
Position: 12 Months 8 Hours Status: Non-Exempt, 8
Open Date: 4/25/2023 Closing Date: 6/19/2023
Starting Pay: $18.50/hour
Essential Job Functions:
Under the direction of the Service Desk Lead, this position will actively troubleshoot to identify, assess, record, resolve, and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes while providing quality customer service; perform ongoing analysis to identify opportunities that increase efficiency and quality of service; provide technical support to users for complex business related technical problems; interact with other IT groups to restore service and/or identify and correct core problems; assist with planning, coordination and execution of projects for Service Desk personnel; log and track inquiries using a problem management database; develop and continually update training material for new and existing support staff; work independently on tasks and projects; and other duties as assigned.
Qualifications:
- 3 to 5 years of previous experience in a Service Desk/call center role preferred
- Strong technical background with the ability to assist and support incoming queries and issues to computer systems, software, and hardware
- Strong technical background in hands on troubleshooting in software and hardware
- Minimum 60 college credits required; Bachelor's degree preferred
- Ability to work in a fast-paced environment
- Ability to analyze and resolve basic customer support issues in a manner that can be understood by non-technical personnel
- Knowledge of Microsoft Operating Systems (Windows 10, Windows 11) and Applications (Word, Excel, Powerpoint, etc.)
- Excellent interpersonal, organizational and customer service skills in a demanding, deadline-driven environment and empathy for the plight of a customer
- Willingness to learn new skills and adapt to the district's ever-changing needs
- Ability to work with confidential information
- Ability to work under pressure and multi-task
- Able to communicate clearly both verbal and written
- Excellent work ethic and attendance record
- Required to travel throughout the district by own means of transportation
