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Bowie

    Help Desk Analyst - Bowie, United States - Bowie State University

    Bowie State University
    Bowie State University Bowie, United States

    4 weeks ago

    Default job background
    Description
    Posting Details

    Job Specification Information

    Job Posting Number
    S420NE

    Position Title
    Help Desk Analyst

    Class Title
    Staff

    Regular or Contingent II
    Contingent II (more than 6 mos)

    Desired Start Date

    FLSA
    Non-Exempt

    Grade/Range
    $40,000

    Open Date
    05/09/2024

    Close Date
    05/23/2024

    Open Until Filled
    No

    Duties and Responsibilities
    • Provide Tier Level I technical support via the phone, ticketing system, chat, and remote tools for students, faculty, and staff.
    • Answer incoming calls and provide technical support via the phone and remote desktop support tool.
    • Fulfilling service requests and resolving incidents.
    • Monitor the ticketing system and chat for incoming technical issues or service requests, following through with the appropriate resolution to promptly solve the issues or escalate the ticket to the respective IT personnel.
    • Troubleshoot hardware, including desktops, laptops, printers, monitors, and other desktop peripherals.
    • Troubleshoot software including Win 11 and Win 10, MS Office, MS Teams, Office 365, Adobe, Zoom, etc., and specialized software.
    • Read, understand, and follow the documentation and set up efficient and prompt ticket resolution procedures.
    • Record, track, and document all actions taken on customer requests and the final resolution.
    • Perform post-resolution follow-ups to help requests.
    • Deploy or Replace desktop hardware and software in accordance with standards and procedures.
    • Supports requests for desktop computer hardware and software installs.
    Minimum Qualifications
    These are the job duties for required of the position

    Education

    A High School Diploma or GED is required. Computer majors preferred.
    HDI, ITIL, or A+ Certification is encouraged.

    Experience

    A minimum of two (2) years of experience working with networked computers or an equivalent combination of education and experience.

    Knowledge Skills and Abilities
    • Ability to diagnose and resolve end-user network or printer problems, hardware, operating system, and software-related problems, Internet, and local-area network access problems
    • Knowledge of operating systems (Windows, macOS) preferred)
    • Working knowledge of Win 10 and macOS
    • Working knowledge supporting Microsoft Office 365, including Outlook, Word, Excel, and PowerPoint, along with prior experience in Visio, SharePoint, and Project. MS Teams and Zoom.
    • Good troubleshooting skills Strong communication skills
    • Strong customer service skills
    • Effective problem-solving skills
    • Effective written and verbal skills
    • Must also be able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergency situations
    • Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.
    • This position requires mid-level knowledge of hardware, software, local peripherals, and mobile devices in both a PC and MAC environment.
    Conditions of Employment

    This is a contractual position.

    Please be advised, COVID-19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University. This protocol is subject to change.

    Other

    Non-Union Position.

    Some Remote Hours are allowed after completing the probationary period.

    Bowie State University offers an excellent benefits package This includes tuition remission, including eligible dependents, choice of medical/vision plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.

    Posting Detail Information

    Special Instructions to Applicant

    Quick Link for Internal Postings

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