Service Desk Analyst

Job Title:    Service Desk Analyst

Exemption Status:  Exempt

Reports to: Director – Technology Services        

Pay Grade: P2

Department: Technology                                           

Status: Full time

ROLE:

The role of the Service Desk Analyst is to provide day-to-day technical support to the Region 18 Education Service Center employees to ensure proper computer and presentation systems operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user service requests. Problem resolution may involve the use of diagnostic and service request tracking tools, as well as require that the individual give in-person, hands-on service at the desktop level. Must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources. The Service Desk Analyst is directly responsible to the Director – Technology Services

EDUCATION: 

• One-or two-year postsecondary diploma or one to two years demonstrated relevant work experience

QUALIFICATIONS:

• Extensive Knowledge of basic computer hardware, including desktops, laptops, tablets, printers and other peripherals
• Experience with desktop operating systems
• Working knowledge diagnostic utilities and techniques
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Ability to work independently within a team environment
• Willingness and ability to work after hours and provide on-call support
• Ability to manage stress and prioritize tasks effectively
• Demonstrate ability to learn new technologies and tools at a rapid pace and work effectively in a fast-paced environment
• Ability to act in a responsive and sensitive manner to all customer inquiries
• Voice, temperament, and emotions to constantly maintain good public relations with clients
• Positive attitude toward teaming with and providing service to other staff

GENERAL RESPONSIBILITIES:

• Assist with the technical aspects of compiling, analyzing, and/or interpreting data, such as student performance, in relation to state standards and program evaluation, to attain program excellence
• Keep abreast of new developments, current knowledge and techniques concerning computer networks and application software
• Acquire, develop, and demonstrate new skills by participating in professional growth activities
• Maintain open communication and confidentiality in accordance with the Texas Professional Standards of Ethics
• Exhibit a professional demeanor when communicating with clients, staff, and team members
• Collaborate with and accept direction from senior team members
• Perform other duties that may be assigned by the Executive Director or the Chief Technology Officer

SPECIFIC RESPONSIBILITIES:

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming service requests from end users via both telephone and email in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities and techniques to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, hardware, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Assist with installing, maintaining, and troubleshooting audio, video, and computer equipment for presentation systems.
• Assist with hardware and software auditing, including maintaining current inventory records.
• Provide phone system support.
• Perform daily setup of conference and meeting rooms. Assist presenters with presentation problems.
• Test fixes to ensure the problem has been adequately resolved.
• Develop documentation and frequently asked questions lists for end users.
• Maintain confidentiality.
• Comply with policies and procedures supporting state law and State Board of Education rules.
• Perform other duties that may be assigned by the Executive Director or Chief  Technology Officer.

JOB DEMANDS:

Tools/Equipment Used: Standard office equipment including personal computer and peripherals

Posture: Prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting

Motion: Repetitive hand motions including frequent keyboarding and use of mouse; occasional reaching

Lifting: Must be physically able to tolerate walking and standing for extended periods of time, heavy lifting and carrying (up to 50 lbs.), squatting, stooping, bending, reaching, packing, loading and unloading

Environment: May work prolonged or irregular hours; occasional statewide travel and out-of-state travel; frequent and long driving

Mental Demands: Work with frequent interruptions, maintain emotional control under stress; discretion and confidentiality required.

Salary : $59,151 - $71,697