Service Desk Analyst

Service Desk Analyst

Pay Status and Classification: Exempt Regular full-time

Supervisor: Manager Service Desk

Essential Responsibilities and Duties:

• Service Desk Support and Incident Response
  Serves as the initial point of contact for service requests and incidents received via phone email walk-up and the ticketing system. Provides timely courteous assistance to faculty staff and students while adhering to established service desk standards. Performs basic troubleshooting for software hardware networking and telecommunications issues documenting all interactions and resolutions clearly within the ticketing system. Escalates complex or unresolved issues to the appropriate team or department in accordance with defined workflows and escalation procedures.

• Documentation Knowledge Management and Process Adherence
  Contributes to the creation maintenance and continuous improvement of knowledge base articles and service desk documentation. Follows established procedures standards and escalation paths to ensure consistent service delivery. Identifies opportunities for process improvements and communicates recommendations to appropriate staff.

• Customer Service and Collaboration
  Delivers a high level of customer service and professionalism ensuring follow-up with users to confirm resolution and satisfaction. Works collaboratively with Service Desk staff Tier II analysts and other ITS teams to support institutional technology services. Assists with the support and training of work-study students as assigned under the guidance of the Service Desk manager.

Qualifications:

• Bachelors degree in a related field or an Associates degree combined with relevant professional experience.

• Minimum of two years of experience providing technical support in mixed computing environments including Windows and macOS; familiarity with Linux preferred.

• Demonstrated knowledge of common operating systems desktop applications telecoms support printer support and peripheral devices.

• Experience using service desk or ticketing systems to document track and resolve technical issues.

• Strong organizational planning and time-management skills with the ability to prioritize work effectively.

• Excellent verbal and written communication skills with the ability to support users with varying levels of technical proficiency.

• Proven ability to contribute positively to a collaborative team-oriented work environment that supports institutional priorities and service excellence.

• Ability to support contribute to and strengthen a vibrant culturally diverse and inclusive learning community of students alumni faculty and fellow colleagues.

Compensation:

The annual salary range for this position is $60000-$62000.Except for roles with a set rate of pay the wage/salary of the finalist selected for this role will be set based on a variety of factors including but not limited to departmental budgets qualifications experience education licenses specialty and training. The stated hiring rate/range represents the Colleges good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.

Location: Schenectady NY

We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply even if you dont believe you meet every one of our preferred qualifications.

We offer exceptional benefits including:

• Generous Vacation Sick and Personal Time

• Winter Recess Break in Addition to Paid Holidays (in accordance with policy)

• Healthcare Dental and Vision Insurance(Flexible Spending and Dependent Care Accounts)

• Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs

• Employee Scholarships toward Certifications Seminars Training and Professional Development

• Pre and Post Tax participation in a 403(b) Retirement Plan

• Salary Continuation Program in the event of Disability

• Tuition programs

Background Checks: In accordance with our background check policy finalists for hire will undergo a background check that includes education employment and criminal convictions.

E-Verify Participation:Union College participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. Learn more about E-Verify and your Right to Work (Derecho a Trabajar).