Service Desk Analyst - Stafford Gray

Position Summary:

The Service Desk Analyst will be an essential member of the Technology Division’s Client Services team, serving as the primary point of contact for all technical support inquiries from district staff and students. This role is focused on delivering exceptional IT support, leveraging both phone and remote support tools to troubleshoot and resolve issues ranging from basic to moderately complex. The ideal candidate will demonstrate a solid mixture of technical skill, excellent customer service, and familiarity with the challenges of an educational environment. Candidates should possess foundational IT knowledge, software competency, basic networking understanding, and prior experience in a service desk or help desk setting.

Key Responsibilities:

1. First Line Support: Respond to incoming calls, help desk tickets, and remote requests for assistance from users, ensuring a professional and timely response.

2. Remote Troubleshooting: Utilize remote support tools to diagnose and resolve Level 1/1.5 support issues, including password resets, account recovery, software issues, and peripheral setup.

3. Issue Management: Efficiently diagnose and resolve a variety of IT support issues while ensuring the appropriate escalation of complex problems.

4. Documentation: Document all support requests, troubleshooting steps, and resolutions accurately, ensuring clear communication with users and team members.

5. User Guidance: Educate users on basic IT processes and procedures, enabling them to manage minor issues independently in the future.

6. System Monitoring: Assist in monitoring district-wide IT systems and notify relevant teams of any detected issues.

7. Team Collaboration: Work closely with other IT team members to exchange knowledge, troubleshoot complex cases, and foster continuous improvement in service delivery.

8. Service Excellence: Maintain a high standard of customer service while interacting with all users, including students, staff, and administrators.

9. Performance Metrics: Achieve performance targets while contributing to objectives centered around enhancing service efficiency and user engagement.

10. Undertake additional responsibilities as assigned by the supervisor.

Requirements

Minimum Qualifications:

- Bachelor's degree in Information Technology, Computer Science, or a related field.

- CompTIA A+, Microsoft Certified: Fundamentals, or similar certifications are preferred.

- At least 3 years of experience in a technical support or service desk role, preferably within an educational context.

Technical Skills:

- Fundamental knowledge of Windows and macOS operating systems.

- Familiarity with common software applications, especially Microsoft Office Suite.

- Understanding of basic networking concepts, such as Wi-Fi setup and troubleshooting.

- Experience with remote desktop software, call management, and helpdesk systems.

Communication Skills:

- Strong verbal and written communication skills, capable of clarifying technical information for non-technical users.

- Proficient in logging service requests and documenting steps taken for issue resolution.

Physical Requirements:

- Ability to remain seated for extended periods while using a computer.

- Capability to lift and transport moderate weight devices like computers and peripherals.

Work Environment:

- Fast-paced service desk environment with a strong emphasis on customer support.

- May require occasional travel to different sites within the district for on-site support.

- Personal transportation is required for travel to various district locations as necessary.