What are the responsibilities and job description for the Service Desk Analyst position at AccelerEd?
The IT Service Desk Analyst will provide Tier 1 technical support for AccelerEd and UMGC Staff as well as Tier 2 technical support for UMGC Faculty and Students. This role provides remote support for hardware, software, online classroom, and system access questions and issues. The selected candidate must be detail-oriented, a strong communicator, a critical thinker, and able to interpret and diagnose technical issues.
RESPONSIBILITIES:
- Provide technical support in a consistent, professional manner via multiple support channels, e.g. phone, email, chat, and walk-ins. Analysts work in a contact center environment.
- Document technical questions, issues, and outages in ITSM tool and escalate to tier 3 support teams as required.
- Ensure customers are satisfied with the provided solution and overall support experience.
- Perform staff onboard and offboard activities for UMGC employees and non-employees. This includes account creation, separation and software installation tasks.
- Engage with projects and other support teams to stay aligned with application and service updates and document in knowledge articles as required.
- Train new Service Desk Analysts on the day-to-day duties and application support.
- Be available for on-call support after hours
- Other duties as assigned.
Areas of support include, but are not limited to:
- Brightspace Learning Management System (D2L) - Classroom functional/technical support
- PeopleSoft ERP
- ITSM and CRM (ServiceNow and SalesForce)
- Microsoft Office 365
- Remote Support and Meeting Collaboration Tools (Bomgar, Zoom)
- Network Administration (LAN/WiFi, VPN, Active Directory, LDAP)
- Windows OS Administration (Registry, MMC, Group Policy) and Mac OS Administration
- Account Provisioning and Separation
- Mobile Devices (iPhone, iPad)
- Password Management
- Asset Management
- Various University applications
MINIMUM QUALIFICATIONS, EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES:
- Bachelor's degree from an accredited institution of higher learning, and one year of experience in a comparable Service Desk/Help Desk or Call Center environment. Consideration will be given for candidates with 2 years of relevant experience in lieu of the required education.
- ITSM tool experience
- Strong customer service skills with good composure in stressful situations
- Patience and empathy
- Flexible and adaptive in an evolving organization
- Independent thinker with analytical problem-solving skills
- An ability to effectively multitask and work effectively in a team setting
- A focus on continual service improvement
CERTIFICATIONS
- ITIL Foundation and HDI Certifications or other industry certifications (A , CNA, MCTS) preferred
TRAVEL REQUIREMENTS:
Some travel may be required, up to 10% of the time.
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