Service Desk Support Analyst 3

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Job Title:

Service Desk Support Analyst 3

Department:

ERIK | Office of Research Information Systems

This position will:

• Provide expert-level specialized IT service support by diagnosing and resolving complex technical issues related to Microsoft and Apple software, hardware, networks, and systems. Issues may include performance bottlenecks, security vulnerabilities, and advanced configuration challenges via in-person, telephone, remote assistance, or by email to ERIK personnel (Enterprise for Research, Innovation, and Knowledge) in offices located throughout campus and remotely.  
• Handle escalations from 1st and 2nd-level support teams when issues exceed their resolution capabilities. Provides guidance and training to 1st and 2nd-level support teams, helping them to enhance their skills and reduce dependency on 3rd-level support.
• Analyze root causes and implement fixes or workarounds for complex technical issues.
• Provide clear communication and timely resolution of their technical concerns to users.
• Utilize helpdesk software to record work activities and build knowledge repositories.
• Work autonomously and as part of a team, consulting with ERIK team members and other campus technical expertise to reach timely consensus and resolution of technical issues.
• Identify and recommend technical and procedural changes to management to improve the efficiency and effectiveness of the ERIK support system and processes.
• Participate in both ERIK and campus-level technical working groups to establish processes, procedures, and solutions.
• Ensure and monitor for compliance with all applicable OSU standards and protocols, including the Information Security Control Requirements (ISCR), and maintain a working knowledge of these standards as they evolve.
• Create and update technical documentation, knowledge base articles, and procedural guides to assist lower-tier support teams and end-users.
• Other duties as assigned.

Required Qualifications

• Bachelor's degree in information systems or equivalent combination of education and experience.
• Minimum of 4 years of relevant work experience.
• Extensive demonstrated troubleshooting and analytical abilities for macOS and Windows clients.
• Working knowledge of Active Directory and networking troubleshooting.
• Demonstrated knowledge of PowerShell and/or other automation toolkits.
• Knowledge of asset management and service desk software and processes.
• Working knowledge of Teams and SharePoint.
• Excellent written and verbal communication skills with individuals of varying technical expertise.
• Proven ability to independently research issues and propose solutions.
• Strong workplace ethics - including punctuality, timeliness, courtesy, follow-through, and teamwork.

Desired Qualifications

• 5-8 years of relevant work experience.
• Extensive knowledge of help desk processes and software such as ServiceNow and OS Ticket.
• Relevant IT certifications such as Google IT Support Professional or LinkedIn IT Service Desk management, etc.
• Working knowledge of cloud environments, including AWS and Azure.
• Experienc