Job no: 498257
Work type: Full-time
Location: LeCroy Center
Work Schedule: Various Shifts (Including some nights and weekends)

Working Title
Service Desk Analyst I

Job Title Code
TCS

Salary Level
N03

Salary Range (Full-Time)
$3,000.00 mo. - $3,450.00 mo. (dependent on experience and other considerations)

FLSA
Non-Exempt

Position Type
Staff

DCCCD is accepting applications for a Service Desk Analyst with at least one year of call center or help desk experience in addition to multiple browsers and ticketing systems experience.

Position Summary
An entry level position responsible for responding to and resolving users’ problems and queries relating to IT systems used throughout the DCCCD. Responsible for taking detailed notes of the problem the user is experiencing, determining steps to resolve the issue, and managing the flow of incoming support requests.

Required Knowledge, Skills & Abilities
Previous experience working in a service/help desk environment. Ability to impart information effectively one-on-one and/or in small group environments. Ability to interpret technical manuals and documentation to assist with the resolution of issues. Able assist with the administration of computer hardware and software in support of the delivery of IT services. Ability to recognize, analyze and effectively solve problems in a timely and organized manner using industry best practices and procedures. Ability to use independent judgement to set priorities for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily. Ability to work calmly under pressure and maintain logical processes based on standards/procedures. Ability to communicate effectively with individuals from diverse backgrounds with varied technological skills levels. Able to work independently or as part of a team, as appropriate, to ensure smooth communication and escalation flow. Must be able to work in a fast-paced environment, have excellent time management skills and set priorities when handling multiple service requests. Strong technical understanding of various information technology systems including software, hardware and basic network systems. Demonstrable organizational skills and attention to detail. Must be able to receive general direction regarding the resolution of routine and non-routine service issues. Ability to document work accurately. Must possess effective interpersonal and problem solving skills along with a customer friendly attitude and the ability to work independently and in a team environment. Must be able to provide quality service and have excellent communication skills, both written and verbal.

Physical Requirements
Normal physical job functions performed within a standard office environment. Reasonable accommodations may be made to individuals with physical challenges to perform the essential duties and responsibilities. May have to lift up to 30 pounds.

Minimum Knowledge and Experience
High school diploma or GED equivalent with two (2) years of related experience. Original transcripts will be required. Valid driver’s license required for off-site travel. On-call, work hours may extend beyond the regular, eight hours, Monday-Friday, workday, including weekends and holidays to provide immediate support due to system failures on a 24/7 basis. ***Will be subject to a criminal background check. Some positions may be subject to a fingerprint check. ***

Essential Duties and Responsibilities
Responsible for providing IT service desk support via telephone, email, and in person to users to enable them to make effective use of available software and hardware. Performs troubleshooting and resolves simple technical problems related to computer hardware equipment, software, computer devices, components, network devices and network connectivity. Logs service requests, either for resolution within the service desk team or for escalation to other more specialized areas of the IT department. Follows standard operating procedures and guidelines in relation to all work performed. Monitors all user problems and system faults identifying trends and patterns and when necessary, provides feedback relevant IT staff regarding any recurring problems or faults being experienced. Ensures that all documentation is maintained and published in accordance with departmental standards. Keeps up-to-date on best practices and technological trends through professional development activities. Maintains and develops working relationships with diverse stakeholders and constituents within the DCCCD community network by providing prompt and efficient service. Maintains detailed records of user issues with software and hardware. Provides assistance to students, faculty and staff with computer systems, workstations, peripherals, computer applications, course software, and online course delivery systems. Ensure that all documentation produced is developed, maintained and published in accordance with departmental standards. Forwards calls to the appropriate IT team if the incident or request cannot be completed by the service desk. Uses interpersonal, listening, oral and written communications to effectively communicate with a diverse of stakeholders and constituents within the DCCCD community network. Provides excellent customer service. Performs other duties as assigned.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Incumbents may be directed to perform job-related tasks other than those specifically presented in this description. Position requires regular and predictable attendance.

Advertised: 17 Sep 2019 Central Daylight Time
Applications close: 1 Oct 2019 11:55 PM Central Daylight Time