Supervisor, HVAC Operations - Facilities Management

TITLE 

Service Desk Analyst

JOB SUMMARY 

The Service Desk Analyst provides first level information technology (IT) support and services to members of the Texas Woman’s University community to help ensure students, faculty, and staff can successfully accomplish their academic and administrative goals.  The position will provide assistance and support for a wide range of hardware and software requests and are responsible for escalating the service requests to second and third level support teams as appropriate. The Service Desk Analyst may also participate in other projects as assigned by their supervisor. As a member of the IT Solutions team, the Service Desk Analyst is expected to uphold the division’s mission to “empower an agile, digital university and elevate technology as a strategic institutional asset” and contribute positively to a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within ITS.

ORGANIZATIONAL RELATIONSHIPS

Reports to:      Associate Director, Outreach, Engagement & Support

Supervises:    No supervisory responsibilities.

ESSENTIAL DUTIES - May include, but not limited to the following:

Support (40%)

• Provides remote hardware support for laptops, desktops, printers, phone, mobile devices, WLAN, classroom technology, video conferencing technology, and other institutional hardware platforms.

• Provides remote software support for all institutional systems and software including but not limited to the institutional learning management system and ERPs.

• Assists other departments as needed during software releases and rollouts.

• Performs preventative maintenance on various institutional systems.

Service Management (40%)

• Serves as the single point of contact for information technology-related issues, problems and requests.

• Acts as an escalation point for advanced or difficult help requests from Service Desk Students or other Service Desk Analysts.

• Escalates problems (when required) to the appropriate area within ITS and other parts of the university.

• Records, tracks and documents the service desk request problem-solving process,

• Assists faculty, staff, and students with software and hardware training/instruction as needed.

• Develops help sheets, knowledge base articles, and FAQ lists for end users. 

• Provides a high level of customer service while supporting faculty, staff, and students.

• Builds rapport with service desk customers.

• Manages end-user expectations. 

including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Relationship Building (10%)

• Provides a high level of customer service while supporting faculty, staff, and students.

• Builds rapport with service desk customers.

• Manages end-user expectations. 

ADDITIONAL DUTIES

Participation & Support (10%)

• Maintains awareness of current practices, future trends, and best practices in information technology.

• Represents IT Solutions and participates in the campus community by serving on working groups, project teams, and college committees.

• Performs other duties as requested.

EDUCATION 

High school diploma or equivalent required.

EXPERIENCE

(Regular) Two years of relevant experience in a customer service, help desk, or IT support role.  Additional job-related education may substitute for the required experience on a year-for-year basis.

(Entry Level) No experience required. 

REQUIREMENT

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.  This position includes evening/weekend shift work an