Position Details

Position Details

Job TitleCLIENT TECH ANALYSTPosition Number8100604Job CategoryUniversity StaffJob TypeFull-TimeFLSA StatusExemptCampusRogers Park-Lake Shore CampusDepartment NameINFRASTRUCTURE SUPPORT SERVICESLocation CodeINFRASTRUCTURE SUPPORT SERVICES (07160A)Is this split and/or fully grant funded? NoDuties and Responsibilities

•Performs diagnosis of technology- and/or desktop application-related problems, with the ultimate goal of resolving problem issues. Identifies recurring problems, provides feedback to appropriate IT support team members for root-cause resolution.
•Professionally responds to help desk tickets, customer calls, email, voice mail, and hardware/software requests. Provides proactive updates to customers. Maintains call tracking accuracy.
•Assigns Service Center Call Tickets that cannot be resolved on the initial contact to the appropriate queue for further assistance, providing any necessary follow-up.
•Provides customer service and end-user training for a variety of services, including desktop applications, enterprise applications, and mobile devices.
•Recovers, restores, and maintains data recovery for upgraded as well as failing machines.
•Participates and/or leads technical projects.
•Promotes a professional work environment dedicated to customer service and team work.
•Provides written status to manager as required.
•Works as a team member with other Information Technology Services staff to ensure connectivity and compatibility between systems and applications.

Minimum Education and/or Work Experience

Bachelor’s Degree. At least two years of progressive experience in a help desk or technical support environment required.

Qualifications

- Must be detail oriented, results focused, possess effective written and verbal communication skills, and be able to support change management initiatives.
Reasoning Ability:
- Synthesizes complex or diverse information; Generates creative solutions; Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in both group and individual problem solving situations. Looks for ways to improve and promote quality; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
- Demonstrated ability to research and resolve problems using a variety of resources and tools
- Prioritizing numerous issues of varying severity, and effectively manages the resolution of all issues within accepted service levels.
Interpersonal:
- Exceptional customer service skills; Great attitude and strong work ethic; Ability to work independently and in team settings; Maintains confidentiality and follows ITS and other university policies regarding data security and protection; Balances team and individual responsibilities; Contributes to building a positive team spirit; Effectively influences actions and opinions of others; Strives to continuously build knowledge and skills; Shares expertise with others; Able to communicate technical ideas and concepts to non-technical audiences; Excellent verbal and written communication skills.
- Diversity – Shows respect and sensitivity for cultural differences; educates others on the value of diversity.
- Ethics – Treats people with respect; Works with integrity and ethically; handles sensitive and confidential issues and materials appropriately.
Organizational Skills:
- Supports the organization’s goals and values; Develops strategies to achieve organizational goals; Adapts strategy to changing conditions; Includes appropriate people in decision-making process; Strong administrative and organizational skills.
Availability:
The majority of the work for this position will occur within the standard work week. However, this position will be on-call, and may need to work during off-hours to respond to problems, maintenance, and scheduled projects.

Certificates/Credentials/LicensesComputer Skills

Windows 7/10
Mac OS
Network Printing Support
Mobile Device Support

Supervisory ResponsibilitiesNoRequired operation of university owned vehiclesNoDoes this position require direct animal or patient contact? NoPhysical DemandsLifting, Carrying, Standing, Crawling/Kneeling, Repetitive MotionsWorking ConditionsNoneOpen Date06/24/2019Close DateSpecial Instructions to ApplicantsQuick Link for Postinghttp://www.careers.luc.edu/postings/11450Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Do you possess a minimum of a Bachelor's Degree?
   • Yes
   • No
2. * Do you have at least two years of progressive experience in a help desk or technical support environment?
   • YES
   • NO
3. * Are you able to work a flexible schedule as needed including on-call hours?
   • Yes
   • No
4. * Why do you want to work for Loyola University Chicago?

   (Open Ended Question)

Applicant DocumentsRequired Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents