What are the responsibilities and job description for the Senior Help Desk Analyst position at Methodist University?
Summary:
The Methodist University Senior Help Desk Analyst role will be the first point of contact for students, faculty, and staff seeking assistance with various technology-related concerns. This position will provide prompt and courteous Tier 1 support, by properly triaging and resolving issues, and escalating issues as needed, ensuring the smooth functioning of technology resources across the campus. This position will also assist with IT procurement, IT asset inventory management, and identity access management for the university.
Key Responsibilities:
Provide Tier 1 support by responding to inquiries and provide technical support via MUs ticketing system, phone, email, or in person to resolve issues related to university applications, hardware, software, and network connectivity.
Diagnose technical problems and provide step-by-step guidance to assist users in resolving issues or escalate complex cases to the appropriate support teams.
Assist with hardware and software installations, updates, and configurations for computers, printers, mobile devices, and other university-owned equipment.
Responsible for onboarding and offboarding MU faculty, staff, and students including granting access to various IT systems and technologies as needed. Monitor user access and automated provisioning processes, and help coordinate user access audits.
Manage password resets for all MU IT systems, ensuring security protocols are followed.
Maintain accurate records of all support requests and inventory transactions, including detailed descriptions of issues, resolutions, and follow-up actions.
Provide basic training and support to help users become more proficient in utilizing university technology resources.
Offer remote assistance for off-campus users to ensure continuity of support services.
Responsible for IT purchasing including laptops, desktops, mobile devices, peripheral devices, printers and printer consumables, and approved desktop software. Maintains list of approved IT equipment, software, and licenses, and research replacement equipment and software that meets MU IT policy requirements.
Maintain inventory of university-owned equipment, including tracking assets, conducting regular inventory audits, and managing asset lifecycle. Request RMAs for broken equipment when needed and coordinate shipping/receiving of equipment.
Create content for the IT knowledge base for common self-service issues.
Education/Certifications:
Associate's degree in Information Technology or a related field, or 5 years of equivalent work experience.
A+, Network+, Microsoft 365, ITIL certifications preferred.
Knowledge/Skills/Abilities
Strong knowledge of common operating systems (Windows, macOS, iOS, Android, and ChromeOS) and common software applications including Microsoft 365 Apps for Business (Word, Excel, Powerpoint, Outlook, etc.)
Understanding of ITIL principles and their application in incident, problem, change, and service request management.
Understanding of the OSI model and how it is used to troubleshoot issues.
Excellent customer service and interpersonal skills.
Exceptional communication and problem-solving abilities aligned with ITIL best practices.
Ability to work independently and as part of a team.
Familiarity with ticketing systems, remote support tools, and inventory management software.
Patience and empathy when dealing with users experiencing technical issues.
