L1 Service Analyst
L1 Service Analyst
Posted on :
05-04-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Monthly Salary
$ 49500 - 52000
Vacancy
1 Vacancy
Posted on :
05-04-2025
Job Description
Description
Job Summary
Reporting to the Customer Service Manager the Level 1 Service Analyst is the first point of contact for endpoint support to the College community. This position staffs the Help Desk responding to phone calls walkins and emails and both provides level 1 technical support and coordinates level 2 escalations as needed with a strong focus on customer service and satisfaction.
Major Areas of Responsibility
- Analyze troubleshoot document manage and resolve level 1 Windows and Mac hardware and software issues.
- Act as the first point of contact for technical support at the College.
- Respond to phone calls walkins and emails providing customers with top tier customer service.
- Document issues within our ticketing system.
- Help improve Help Desk policies and procedures.
- As appropriate escalate issues to others in the Customer Experience Team.
- Manage student workers as needed.
- Other duties as assigned.
Minimum Qualifications
- Technical high school associates degree or equivalent experience required.
- Strong focus on customer service required.
- Knowledge of Windows OS MacOS and iOS required.
- Ability to prioritize and troubleshoot complicated technical problems required.
- CompTIA A Google IT Support Professional or like certifications are a plus.
- Higher education technology support experience is a plus.
Core Competencies
Skills that are required for this job and are in line with the Colleges mission e.g.
- Dependability
- Flexibility
- Service Oriented
- Excellent Written & Verbal Communication
- Proficient Problem Solving
- Understands Risk Management
- Excellent Innovation/Creativity
- Strong Teamwork & Team Facilitation
- Strong Interpersonal Skills
- Understands values and respects diversity as an individual in a team and within groups while fostering an inclusive and supportive environment.Additional information:This is a full time onsite exempt level position with a salary range of $49500$52000. The College is committed to providing competitive market pay for its employees. The College also offers a competitive benefits package for fulltime staff including:
- 10 College contribution to the 403(b) Retirement Plan 1 year wait waiver available)
- Condensed summer 4day work week
- Tuition & Education benefits
- Wellness programs & ongoing Training and Development opportunities
- Generous paid time off
The College is an Equal Employment Opportunity Employer and complies with all Federal and Massachusetts laws concerning Equal Opportunity and Affirmative Action in the workplace.To review our Employee Benefit Options please go to: INSTRUCTIONS:In your cover letter please address how your work might support the Colleges mission as a Jesuit undergraduate liberal arts college (see and its core commitment to justice and inclusive excellence. Please provide examples of any past work that illuminate your commitments in these areas.Review of applications will begin as received and continue until the position has been filled.The College also provides reasonable accommodations to qualified individuals with disabilities during the hiring process in compliance with law. Please contact Merrilee Grenier Senior Associate Director of Employee Relations and Legal Compliance for questions or to request an accommodation via email at emailprotected or by calling.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
