Service Desk Analyst (full-time/1950 hours/year) @ Northwood Tech Rice Lake OR N

Northwood Technical College is seeking applications from qualified candidates for a full-time Service Desk Analyst at either the Rice Lake OR New Richmond Campus Location. The chosen candidate will be given the campus closest to their home location.

Under the guidance of the User & Desktop Services Administrator, the Service Desk Analyst supports the management and maintenance of the college Helpdesk operations. This role provides direct assistance to users by prioritizing, assigning, and resolving technical issues. The Service Desk Analyst serves as a critical resource for the Service Desk Manager, offering first-line technical support to end-users, troubleshooting and resolving technical challenges, and contributing to the overall effectiveness of IT support services. The ideal candidate will exhibit excellent analytical skills, a proactive attitude toward learning, and an unwavering dedication to providing outstanding customer service.

Actively embody and promote Northwood Tech's Values:
• Collaboration - Value relationships that enhance learning and promote economic development.
• Innovation - Embrace the latest theories and technologies to support student and community success.
• Excellence - Prioritize high quality education, services, and continuous improvement in a dynamic learning environment.
• Community - Value our deep connections to our communities by working together to provide solutions through student success.
• Support - Empower individuals by supporting their success with quality experiences and services designed to meet their needs.
• Integrity - Uphold honesty and accountability in a diverse, open, and ethical learning and working environment.
• Respect - Value each individual and approach all interactions mindfully, with civility, empathy, and openness to new and differing ideas.

• Provide customer service to Northwood Tech staff and students
• Analyze, prioritize, and assign helpdesk tickets to ensure timely resolution.
• Monitor and maintain the Helpdesk system to track and document all user interactions and resolutions.
• Collaborate with the IT team to identify recurring issues and recommend improvements to existing systems and processes.
• Deliver exceptional customer service by effectively communicating with users to understand and resolve their concerns.
• Assist with the deployment, configuration, and maintenance of user devices and software.
• Stay updated on emerging technologies and IT best practices to enhance support operations.
• Support onboarding activities by setting up user accounts, devices, and access permissions.
• Escalate complex issues to senior IT staff or external vendors when necessary.
• Participate in training sessions to promote end-user proficiency and awareness of IT resources.
• Monitor service desk queues, identifying trends and escalating issues as appropriate
• Perform audits of tickets and queues to ensure incidents are resolved in a timely and accurate manner
• Ensure new and emerging solutions are documented and cataloged in the helpdesk knowledge base
• Be able to work effectively as a team in an open work environment.
• Other duties as assigned.

Degree & Experience Required:

• Bachelor's degree in related field or equivalent*

*Equivalency Consideration: A combination of relevant IT certifications and additional professional experience may be considered in place of a bachelor's degree. For example, a recognized industry certification (such as CompTIA Network ) plus four additional years of relevant experience may be deemed equivalent to a related bachelor's degree. Other combinations of certifications and experience may also be considered.

• Two years related work experience
• One year Supervisory/Leadership experience

Knowledge, Skills, and Abilities:

• Ability to communicate effectively both written and verbally
• Proficiency in the use of Microsoft Office suite and the ability to effectively apply technology to tasks and projects
• Ability to contribute to a team environment while maintaining positivity and professionalism
• Strong customer service skills and a focus on creative problem solving
• Time management skills that apply organization and prioritization demonstrating the ability to multitask and work independently
• Ability to obtain driver's license and insurance coverage in accordance with College policy

FY25 Salary - Grade K - $29.29 / hour

Medical, Dental, Vision
Health Savings Account/Flexible Spending Account
Long Term/Short Term Disability
Life Insurance
Wisconsin Retirement System
403(b)/457(b) Retirement Savings
Paid Holidays
Paid Leave
More detailed information online at https://www.northwoodtech.edu/about/employment/benefits