Service Desk Analyst - Saint Louis University in St. Louis Missouri

Unfortunately, this job is expired as of 11/17/2015.

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Saint Louis University

St. Louis, Missouri

United States

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Detailed Job Description

Under general supervision, provides software, hardware and network support for University systems? installs and configures new software and hardware and provides guidance on technology? reviews, prioritizes, documents, and actively resolves customer service requests on site, in person and via telephone? resolves problems involving the use of diagnostic tools, troubleshooting and problem solving methodologies.

Knowledge, Skills, Abilities, and Personal Characteristics

Knowledge of computer hardware, operating systems, Internet browsers, office productivity suites, core enterprise systems and classroom technologies
Strong analytical and problem solving skills
Interpersonal/human relations skills
Strong customer service skills
Strong verbal and written communication skills
Ability to understand and apply the goals and objectives of the organization
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to present ideas in user-friendly language
Ability to conduct research into a wide range of issues as required
Highly self motivated
Attention to detail

Minimum Qualifications

Associate’s degree; supplemented with two (2) years related work experience.

Job Duties and Responsibilities

Assists all University customers with questions about University supported software, hardware, and network platforms via onsite visits, telephone interactions, emails, or walk-ins; documents all customer contact during the service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken.

Makes independent decisions while providing onsite assistance with troubleshooting, installation, and configuration of University owned computer and technology systems; evaluates documented resolutions and analyzes trends to better prepare for future occurrences.

Assists with new technology testing and deployment to University systems; participates as a team member in assisting with the ongoing development and maintenance of departmental documents and processes; develops awareness of all software and hardware used and supported by the organization; may supervise and train student workers.

Functions as a Mac subject matter expert. Performs and facilitates Apple authorized hardware repairs. Assists with management and deployment of Macs using available tools such as Casper Suite and Deploy Studio.

Follows a planned professional development program; maintains continual growth in professional skills; performs special projects and other duties as assigned.

Keyword Phrases

  • ITS-Customer Service
  • Service Desk Analyst
  • Embrace inclusion in diversity
  • Jesuit institution
  • Research University
  • Computer Support and Training
  • Network/System Administration
Employment Type:Administrative Staff
Degree Required: Associate
Experience: See Job Description
Level of Job: Analyst / Staff
Salary: See Job Description
Type of School:Research University
Application Requirements: CV/Resume
Cover Letter