Helpdesk Support Analyst

Job description

Position Summary: The Helpdesk Support Analyst is expected to model service-centric practices aligned with the Director of Client Services’ mission. In close collaboration with the offshore Helpdesk Manager and team, this role ensures University stakeholders at all levels (on campus and remote) receive timely, appropriate support for computer hardware, software, networking, and application issues. The position is also partnered with internal teams to support procedures for identifying, prioritizing, and resolving end-user requests. This is an on-site position. Position Responsibilities: - Provide first-level phone support in coordination with the offshore Helpdesk. - Communicate with clients as needed, regarding incident status, change control, and scheduled outages. - Manage, prioritize, and escalate Helpdesk tickets; routing assignments to appropriate personnel and subject-matter experts (SMEs). - Train, mentor, and support student workers to ensure consistent, high-quality service delivery. - Manage unassigned queues by troubleshooting, reviewing, and escalating to technicians and teams across multiple locations. - Ensure incidents and problems are resolved and closed within def...