Analyst IT Service Desk

Under the direction of the manager or supervisor, this position is responsible for answering calls to the Service Desk Group and consistently providing premier service and guidance to the user community in the identification of problems, analysis of alternatives and implementation of effective solutions. Receives phone calls and answers questions from users having problems using computer software/hardware, applying knowledge of computer software, hardware, and procedures.  This position is considered an essential employee for response to disaster situations.  

Shift Availability: Position requires flexibility to work any of the four shifts scheduled throughout the week. Shifts include:

• Day Shift: 6:00 AM – 2:30 PM or 7:00 AM - 3:30 PM
• Swing Shift: 2:00 PM – 10:30 PM
• Graveyard Shift: 10:00 PM – 6:30 AM

• Utilizes available resources to provide first-level problem determination and resolution on problems received via telephone calls, e-mail and voice mails.  Records all problems reported in the Problem Management system. Identifies/resolves basic problems and inquiries to ensure user productivity. Escalates unresolved problems to the appropriate staff. Performs regular follow-up according to procedures and confirms resolution with user prior to closing the problem reports.
• Maintains current knowledge of all products and services supported in order to provide agreed upon service levels to customers.  Attends training sessions and identifies training needs. Independently maintains an in-depth education and working knowledge of all aspects relevant and necessary to supporting department goals in providing superior service and resolving issues.
• Keeps abreast of system and network status, security threats such as viruses, follows risk management guidelines and procedures, assists users in problem resolution, and recommends corrective actions.
• Participates in team projects, understands Service Desk’s Service Level Agreements and works towards its achievement. Periodically reviews on-line procedures and assists with maintenance.
• Educates users on systems and processes and acts as an IT consultant.  Follows assigned tasks through to completion with minimal to no supervision and is accountable to user and department.
• Performs all other miscellaneous responsibilities and duties as assigned.