Salary Commensurate with experience Benefits Generous benefits include paid time off, including holidays and vacation retirement match and tuition remission for employee and dependents. Details at www.duq.edubenefits
Location Computing and Technology Services CTS Position Status Full-time Hours Varied Position Number 43641210-1133 FLSA Status Exempt
POSITION SUMMARY
The Service Desk Analyst I is responsible for providing service-focused first-level technical support to the Duquesne University user community through phone, email, chat, and walk-in encounters. In addition to front-line technical support, this position will provide technology sales floor support, including delivery of merchandise to customers and aiding in the retail purchasing process.
Types of support encounters include accounts, networks, platforms, servers, and applications, with the goal of resolving the customers request on first contact.
The Service Desk Analyst Is work is planned and reviewed by the Service Desk Manager.
DUTIES AND RESPONSIBILITIES
Responsible for monitoring, tracking, and seeing the customers issues through to resolution, ensuring the highest level of customer satisfaction.
Responsible for identifying the need for and developing self-help materials for customers and support staff under their supervisors direction.
This position works as part of a highly collaborative support team. Strong team commitment and the ability to work independently are required.
Mentorship of student staff to support excellence in service delivery and professional development.
Must be able to work a flexible work schedule, especially during peak periods, as well as participate in an on-call rotation under the direction of the Service Desk Manager.
Flexibility for evening and weekend work during peak times of the year. Completes other duties as assigned.