Service Desk Analyst

• Job No:
525713
• Classification:Information Systems Consultant 2A
• Grade:Grade 78
• Work type:On Campus, Staff Full-time
• Administrative Unit:University of Alaska Fairbanks
• School/Business unit:UAF Office Information Technology
• Location:Fairbanks
• Categories: Information Systems/Technology

Position Summary:
The University of Alaska Fairbanks seeks an energetic, tech-savvy people-person to join the team as a Service Desk Analyst. The Service Desk is a member of the Nanook Technology Services team and serves UAF and UA customers as the first point of contact for technology support. You will work directly with students, faculty, and staff to understand their needs and resolve issues with desktops, laptops, applications, resource access, and more! Growth in this role includes developing expertise across the portfolio of technology services UAF and OIT offer, including Canvas, Blackboard, and Google Suite. You will use that knowledge to assist customers on the phone, over chat, in person, through emails, and via the service request platform. Effective communication and people skills come into play as you work in diverse teams focused on identifying and improving technology solutions. As your knowledge and expertise grow, you will participate in project teams and collaborations across the UA system. Inclusion and diversity are core values at UA. We are interested in candidates with demonstrated experience engaging in an inclusive environment who are passionate about helping people from diverse backgrounds be successful. If this sounds like you, please include a one-page cover letter describing how your background and qualifications are a fit for this position in addition to your resume and online application.

Duties:
1-45Provide First Level Support -Provide a central point of contact for computing/network support, service requests, and system status of mission-critical academic and administrative computer systems. -Receive phone calls, online chats or emails from customers and provide level one and two support for all IT Services. -Document and track all incidents and service requests relating to information technology services in the IT Ticketing System. -Provide timely and responsive computing, telephony, network, and IT services support by responding to questions from university community, in keeping with the department KPIs and standards. -Troubleshoot, diagnose problems and work with customers to gather pertinent technical information to achieve resolution or efficiently escalate to other IT specialists within the organization. -Demonstrate sensitivity and patience towards customers who may not possess technical ability. -Work is performed under intermittent supervision. -Other duties as assignedEssential 25Perform Account Maintenance -Process IT account creation and modification requests, such as updating user information, changing access permissions, and assisting with password resets, while ensuring compliance with security standards. -Provide account termination and deactivation in accordance with HR protocols. -Provide technical support to users regarding account-related issues, including login problems and access errors.Essential 3-15Develop and Maintain Materials -Create, evaluate, and maintain customer-facing documentation on technical and administrative processes for IT services. -Follow communication standards to proactively inform users on current status of IT services and changesEssential 4-10Develop and Provide Training -Maintain current knowledge of university IT services, industry standards, and best practices. -Conduct training sessions and provide resources to educate customers on university IT services. -Create training materials for distribution and use. -Promote customer empowerment and self-sufficiency in managing and utilizing their IT resourcesEssential 5Identify Reoccurring Issues -Work closely with teammates and internal IT groups to identify trends and reoccurring issues. -Identify new areas of support and translate customer experiences and data into recommendations to improve customer support. -Recommend preventive measures.

Knowledge, Skills, Abilities:
Customer Service Skills:
-Excellent communication and interpersonal skills to interact effectively with customers.
-Ability to explain technical concepts and solutions to non-technical individuals.
-Strong customer service orientation and ability to provide support with empathy and patience.

Technical and Analytical Skills:
-Proficient in troubleshooting hardware and software issues, including desktops, laptops, printers, and mobile devices.
-Basic understanding of computer hardware components and peripherals.
-Knowledge of Microsoft Office Suite, Google Workspace Suite and other common business applications.
-Critical thinking aptitude to solve complex problems.

Teamwork and Collaboration:
-Ability to work effectively in a team environment and collaborate with colleagues.
-Willingness to share knowledge, contribute to team discussions, and assist teammates.
-Must be able and committed to work within a purpose-focused, culture of accountability where you own your results.

Preferred Experience & Education:
Technical and Analytical Skills:
-Strong understanding of operating systems such as Windows, macOS, and Linux.
-Experience with Active Directory, user account management, and permissions.
-Logical thinking and troubleshooting methodologies to isolate and resolve problems.

Documentation and Reporting:
-Ability to accurately document support requests, troubleshooting steps, and solutions.
-Proficiency in creating clear and concise technical documentation and knowledge articles.

Required Experience & Education:
Associates degree and 3 years experience in a relevant field (i.e. Information Technology or related field), OR an equivalent combination of training and experience.

Salary Information:

This is a full-time, non-exempt staff position complete with both a competitive salary and https://alaska.edu/jobs/benefits.php. New hires will be placed on the https://www.alaska.edu/hr/benefits/compensation/files/fy24_staff_salary_grid.pdf, Grade 78, based on education and experience.

Special Instructions to Applicants:

Please attach a resume, cover letter, and the names and contact information for three (3) professional references with your application.

The initial review date for this position will be held on 09/25/2023.

*To be eligible for this position, applicants must be legally authorized to work in the United States without restriction. Applicants who now or may in the future require visa sponsorship to work in the United States are not eligible.

The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.

UA is an affirmative action/equal opportunity employer, educational institution and provider and prohibits illegal discrimination against any individual: http://www.alaska.edu/nondiscrimination.

The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.

Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.

If you have any questions regarding this position, please contact Lee Ann Amerson, Assistant to Assoc. Vice Chancellor, at mailto:lamerson@alaska.edu or 907-474-6664.

Applications Close: Open until filled

To apply, visit: https://apptrkr.com/4611419

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