Help Desk Analyst II

Help Desk Analyst II

• Diagnose, troubleshoot, and resolve technical issues via ITSM ticketing system, over the phone or by email. Analyze problems/issues/enquiries; assign severity levels, own issues and follow through to resolution within agreed ITS Service Level Agreement.
• Maintain communication with customers of progress, driving issues through to resolution, offering mitigations where applicable and working with technical teams to obtain solutions. Supports customers, various councils and organizations for the facilitation of issue resolution and escalation of customer needs
• Escalate issues which won't be resolved within the Service Level Agreement to the Help Desk Supervisor.
• Support the management of the ITS Service Level Agreement including ownership of the document, change control and its communication to the College's customers and ITS staff
• Support the investigation and the communication for the reasons for outages of tier 1, College wide ITS services
• Participates in continuous improvement techniques to improve efficiency to products and services provided by ITS.
• Support the Knowledgebase, Ticketing system, ITS website, blog, Facebook and Twitter sites
• Assist with in-house training of new employees. Review of FERPA, student confidentiality and changes to internal departmental business process changes.

• Balance between customer service, technical skills and an ability to interact with customers at any level within an organization required.
• Must be highly organized and possess excellent verbal communication and documentation skills.
• Strong listening skills required.
• Strong problem solving skills required.
• Must be proficient in Microsoft Office.
• Knowledge of typical IT service delivery including software delivery, enterprise applications, infrastructure services and help desk services preferred.
• Knowledge of issue tracking and ticketing software preferred.
• Ability to work well with others and to demonstrate an excellent quality of work with little or no supervision required.
• Ability to learn new application support information to maintain ITS information via website, blogsite and specific applications used to support the SJCD environment.

• Industry certifications and/or Associate's degree or relevant certifications, from an accredited institution required

• Bachelor's Degree or above in Information Technology or Computer Science from an accredited institution preferred.

• Minimum three (3) years of IT work experience required.
• Experience as a Help Desk Analyst in a similar role required.

• Experience in Higher Education preferred.

• ITIL foundations certification preferred
• HDI certification required

Salary Grade: 20

Salary is based on the Board-approved salary schedule for the current fiscal year.

Requisition Number: req4431

Posting Close Date: 4/14/2023