Summary: The Service Desk Analyst is the public face of the ITS division, providing Tier 1 technical assistance to university faculty, staff, and students. Their focus is on communicating clearly and effectively with all audiences through a variety of support channels in order to achieve desired outcomes while maintaining high customer satisfaction.

Essential Duties and Responsibilities include: 
•    Provide 1st level technical support at the IT Services Help Desk
•    Communicate clearly and effectively in order to understand, document, assign, track, and complete support requests according to established goals and benchmarks
•    Respond to users for assigned Help Desk tickets within 1 business day
•    Diagnose and resolve at least 90% of assigned Help Desk tickets within 3 business days
•    Achieve and maintain a 99.9% user satisfaction rating on follow-up surveys
•    Resolve and close at least 20% of Help Desk tickets assigned to User Support Services
•    Maintain inventory of equipment and assist with disposal of legacy hardware devices
•    Image, configure & deploy Apple OS and Windows workstations
•    Develop and maintain technical knowledge-base articles and support documentation 
•    Participate in team projects and work individually to complete other assigned tasks
•    Collaborate using written and verbal communication to effectively document procedures, present information, and provide recommendations and guidance to both technical & non-technical users.
•    Represent the customer’s perspective in order to maintain high customer service levels

Secondary Responsibilities:
•    Other duties and special projects may be assigned to meet department and university needs.

Experience, Knowledge and Skills Required
•    2+ years progressive experience in a user support role, preferably in higher education, demonstrating strong skills in Microsoft Windows and Apple operating systems, MS Office suites, troubleshooting hardware, software, and network connectivity issues
•    Excellent verbal and written communication skills
•    Excellent interpersonal and customer service skills and ability to quickly establish rapport with members of the user population. 
•    Strong reasoning skills and the ability to define problems, collect data, establish facts and draw valid conclusions to resolve problems.
•    Must be able to work in a fast-paced environment with demonstrated ability to effectively prioritize multiple competing tasks and demands.
•    Motivated learner with ability to embrace new technologies and proactively apply them 
•    Ability to independently provide end-user technical support for enterprise IT systems
•    Ability to accurately and effectively log technology incident information using available tools
•    Ability to follow all university policies, procedures, and guidelines including but not limited to safety, civility, information security, and non-discrimination policies and procedures. 
•    Ability to contribute to a positive experience for every customer.
•    Proven ability in taking initiative and working well under pressure.
•    Bachelors’ degree in related field, or equivalent combination of education and experience.

Additional Experience, Knowledge and Skills A Plus
•    Dell/Quest KACE imaging appliance
•    RingCentral phone and user administration
•    Password resets using Active Directory and Office 365 Admin
•    Zendesk Ticketing System
•    Dell Tech Direct Certification

Physical Requirements (with or without reasonable accommodation)
•    Visual Abilities: Read reports, create presentations and use a computer system – 75‐100% of the time
•    Hearing: Hear well enough to communicate with co‐workers, vendors and students – 75‐100% of the time.
•    Dexterity, Grasping, Feeling: Write, type and use the telephone, copier, and computer systems – 75‐100% of the time.
•    Mobility: Kneel for physical inspection of storage areas; Open files and operate office machines; move between departments and attend meetings across campus – 75‐100% of the time.
•    Talking: Frequently convey detailed or important instructions and ideas accurately, loudly, or quickly – 75‐100% of the time.
•    Lifting, Pulling, Pushing: Exert up to 30 pounds for force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects – 50‐75% of the time.
•    Cognitive/Emotional: Ability to critically think and concentrate. Must be able to respond quickly to changes in conditions – 75‐100% of the time.

Work Conditions
•    Work in office environment involving contact with faculty, staff, students, service providers and vendors.
•    Work has deadlines, multiple interruptions, high volume and may be stressful at times.

The above description is not intended to be an all-inclusive list of the duties and responsibilities of this positions, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended to describe the general nature of this position. 

The position will be removed from the website once an offer is extended and accepted, or when a sufficient candidate pool is identified. Only candidates who best match requirements of job will be contacted. Due to limited staff resources, phone calls cannot be accepted or returned.

Benefits

Queens offers comprehensive benefits to eligible employees, including: medical, dental and vision insurance, domestic partner benefits, defined contribution (matching) and supplemental 403(b) retirement plans, vacation and generous paid holidays, tuition remission and tuition exchange, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long-term disability leave, paid parental leave, FMLA leave when eligible, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), wellness programs. In addition, employees may choose benefits such as pet insurance, critical care insurance and legal assistance.

About Queens

Located in the heart of the nation’s second fastest growing metropolitan area, Queens University of Charlotte leverages the city’s diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, including traditional and non-traditional students as well as those pursuing graduate degrees and certifications, Queens’ staff members are integral to the University’s mission of providing students with transformative educational experiences that nurture intellectual curiosity, promote global understanding, encourage ethical living and prepare individuals for purposeful and fulfilling lives. Our staff experience rewarding work in a supportive environment that encourages continuous growth and learning, and robust benefit offerings including generous tuition remission. Additional information about may be found at http://www.queens.edu.

Queens values campus diversity and demonstrates this in campus initiatives; we particularly encourage members of historically under-represented groups to apply.

Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, child birth and conditions related to pregnancy or child birth), gender orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other university-administered programs. Any applicant for employment who needs any reasonable accommodation under the Americans with Disabilities Act should contact the Director of Human Resources at 704.337.2222.

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