What are the responsibilities and job description for the IT Help Desk Analyst - College of Liberal Arts & Sciences, IT Admin position at uic?
UIC is seeking an IT Help Desk Analyst to join our College of Liberal Arts & Sciences, IT Administration team. This role partners with users to review and resolve problems and issues associated with utilizing LAS systems, applications and services. This position acts as interface between customers and systems used at UIC in the College of LAS. IT Help Desk Analyst recommends standard policies and procedures for providing routine service. This position coordinates activities to maintain systems, programming, and operations documentation, procedures, and methods including user and reference manuals.
IT Help Desk Analyst provides support for basic incident resolution and requests reported to the LAS IT Helpdesk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of LAS computer systems. The IT Help Desk Analyst is responsible for collecting information through phone, email, or other means, accessing support tools, and additional support staff as needed.
Duties & Responsibilities:
- Provides timely and friendly IT support via phone, email, office appointments, and walk-in customers. Provides basic computer training to LAS IT customers.
- Trains customers on use of UIC and LAS systems and Applications.
- Installation of operating systems and software on LAS computers using tools provided such as SCCM, Deploy Studio, etc.
- Development and continuous improvement of documentation for all support activities and problem resolutions.
- Attends customer meetings to gain knowledge of customers' evolving needs.
- Documents resolutions, and updates internal and external knowledge bases.
- Attends training sessions and meetings to improve efficiency and customer service.
- Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
- Coordinates with external technical support personnel to resolve internally reported issues. Grows general knowledge of UIC and LAS applications and systems, increasing ability to resolve requests on first contact.
- Recommends changes to address frequent support issues encountered by customers.
- Recommends changes to processes to improve customers' ability to do the work they need to do. Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices.
- Perform other related duties and participate in special projects as assigned.
