Help Desk Analyst

Job Posting :

JR100550 Help Desk Analyst (Open) Department :

BSU HelpDesk, JM Position Type :

Temporary (Fixed Term) Open Date :

11-18-2024 Close Date :

Job Description :

Under general supervision, performs complex duties in the operation of computers and peripheral equipment to process data with emphasis on the diagnosis and resolution of operational problems.

Responsibilities :

Provide Tier Level I technical support through various channels, including in-person support in the Technology Resource Center and remote support using Talk, Chat, and Support.

Provide end-user guidance on reported incidents and assist with fulfilling service requests such as password resets or account inquiries, loaner devices, and software requests.

Provide end-user support for questions or issues related to operating systems, accounts, software, and hardware

The IT Service Desk Analyst provides end-user guidance on reported incidents and assists with fulfilling service requests such as password resets or account inquiries, loaner devices, and software requests.

Answer incoming calls and provide technical support via the phone

Utilize the Remote Desktop Tool

Monitor the support and chat channels for incoming technical issues or service requests and follow through with the appropriate resolution to promptly solve issues or escalate the ticket to the respective IT personnel.

Provide basic support and troubleshooting for hardware devices such as computers, laptops, printers, and peripherals.

Provide basic support and troubleshooting for hardware devices such as computers, laptops, printers, and peripherals.

Troubleshoot software including Win OS 11, Win 10, macOS, Office 365, Adobe Creative Cloud, Workday, MS Teams, Zoom, and specialized software.

Provide basic classroom technology support

Read, understand, and follow issue documentation and set up procedures to achieve efficient and prompt ticket resolution.

Record, track, and document all actions taken on customer requests and the final resolution.

Perform post-resolution follow-ups to help requests.

Deploy or Replace desktop hardware and software in accordance with standards and procedures.

Supports requests for desktop computer hardware and software installations.

Performs preventive, scheduled maintenance on all BSU Asset-tagged devices.

Other duties as assigned.

Minimum Qualifications :

Minimum of two years of experience working with networked computers or an equivalent combination of education and experience. HDI Certification or A certification is encouraged.

Preferred Qualifications :

Computer Major

Required Knowledge, Skills, & Abilities

Ability to diagnose and resolve end-user network or printer problems, hardware, operating system, and software-related problems, Internet, and local-area network access problems.

Working Knowledge of Windows 11, Windows 10, and macOS

Working knowledge supporting Microsoft Office 365, including Outlook, Word, Excel, and PowerPoint, and prior experience with MS Teams, Adobe, and Zoom.

Good troubleshooting skills

Strong communication skills

Strong customer service skills

Effective problem-solving skills

Effective written and verbal skills

Must also be able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergency situations

Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.

This position requires mid-level knowledge of hardware, software, local peripherals, and mobile devices in both a PC and MAC environment.

Conditions of Employment :

• Contractual, On-Site, and Remote hours

Additional Job Information :

Bowie State University shall not discriminate against any individual on the basis of race, color, religion, age, ancestry or national origin, sex, sexual orientation, disability, marital status or veteran status. All policies, programs, and activities of Bowie State University are and shall be in conformity with all pertinent Federal and state laws of nondiscrimination including, but not limited to : Title VII of the Civil Rights Act of 1964, as amended, Title IX of the Education Amendments of 1972, the Equal Pay Act of 1963, the Age Discrimination Act, Sections 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, Federal Executive Order No. 11375, and Article 49B of the Annotated Code of Maryland. This commitment applies in all areas and embraces faculty, staff, and students.

Equal opportunity of access to academic and related programs shall be extended to all persons. Bowie State University shall have as its firm objective equal opportunity in recruitment and hiring, rate of pay, all other promotions, training, retention and dismissals, for all employees and applicants for employment. The University will stress equal access for employees and applicants for employment to all programs and services provided by the University both on and off campus. The University will also provide equal opportunity and an atmosphere of nondiscrimination with respect to women and members of minority groups in all its operations. In addition, the University shall promote equal opportunity and equal treatment through a positive and continuing Affirmative Action Program.

The University makes, and will continue to make, reasonable accommodations to promote the employment of qualified individuals with disabilities and disabled veterans, unless such accommodations would impose an undue hardship on the University's business.

In addition, employees and applicants will not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in, or may have engaged in, activities such as filing a complaint, assisting or participating in an investigation, compliance review or hearing, or opposing any act or practice made unlawful, or exercising any other right protected by Section 503 of the Rehabilitation Act of 1973, as amended or the Vietnam Era Veterans Readjustment Assistance Act of 1974, as amended.