IT Service Desk Analyst (16723)
- Employer
- University of Central Oklahoma
- Location
- UCO Downtown - Oklahoma City, OK, 73102
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- Administrative Jobs
- Institutional & Business Affairs, Community & Government Relations
- Institution Type
- Four-Year Institution
Job Details
Position Overview:
The IT Service Desk Analyst serves as the first point of contact to the University for technology related problems. Assists clients via telephone, email, online trouble tickets, or in-person. Works to provide resolutions for reported IT system issues and problems within the Tier 1 and Tier 2 scope. Provides support and assistance for technology and multimedia AV equipment issues, incident management, client communications, and service requests. Resolves more complex system and applications issues. Assists with maintenance and management of internal IT systems, devices, and multimedia equipment.
Department Specific Essential Job Functions:Analyzes, troubleshoots and, resolves or appropriately escalates, support requests and incidents.
Manages customer contacts (phone, email, online, and in-person-requests).
Ensure incoming tickets and reported issues are successfully and accurately identified, categorized, prioritized, diagnosed, and documented.
Resolves issues upon first contact whenever possible.
May assist with some user and/or computer account administration.
Provides Tier 2 technical support and assistance to instructors, students and guests who utilize multimedia AV equipment. Troubleshoots problems and performs minor repairs and routine maintenance on multimedia equipment. Arranges for vendor services as needed. Creates, manages and administers streaming content, multimedia content, webcasts, lecture capture, video conferences and web conferences including set-up and troubleshooting for various academic and non-academic groups. Handles equipment challenges and changes in a timely and professional manner.
Prepares and maintains IT Service Management (ITSM) Service Desk reporting for management review. Responsible for ticket tracking and regular quality reviews. Maintains a customer-service attitude, provides outstanding customer service, and uses positive interpersonal communication skills. Promotes positive school/community relations. Demonstrates positive, collaborative and effective interpersonal relationships with administrators and colleagues and external clients. Adheres to and complies with the University's shared values and the Office of Information Technology's (OIT's) Code of Ethics. This position will work a second shift to fit business needs and may involve weekend support as needed. This position requires the successful candidate to maintain a smart phone on which to receive telephone calls and SMS messages from servers and authorized OIT personnel. Ensures systems documentation follows best practices, is up-to-date, accurate, and tested. Continually updates skills and knowledge relative to the position and the technology industry. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
Qualifications Qualifications / Experience Required:Requires general education or vocational training and 3+ years of relevant experience in chosen field or equivalent combination of education and experience.
Qualifications / Experience Preferred:Experience supporting Windows and Apple Operating Systems in a Helpdesk environment. Knowledge of ITIL concepts and ability to follow existing Problem, Change, and Incident Management procedures. ITIL Foundations Certification or related certifications. Experience administering Learning Management Systems or similar applications and multimedia AV equipment and systems. Experience providing support to clients in remote/off-site locations.
Knowledge / Skills / Abilities:Ability to effectively communicate by phone, email or in person and with different groups of people across campus. Ability to explain technical terms in everyday language and document issue details efficiently. Knowledge of information technology and OIT products and services. Analytical and troubleshooting skills related to Windows, MAC, and Android devices and multimedia AV equipment. Excellent customer service skills; ability to achieve successful outcomes in handling difficult situations and customers. Drive to work in a fast-paced environment. Shows initiative and acts independently to resolve technical problems. Team player with a friendly, courteous demeanor.
Will this employee supervise others?No.
Physical Demands:Repetitive movement of hands and fingers - typing and/or writing. Frequent standing, and/or sitting. Occasional walking, stooping, kneeling or crouching. Reach with hands and arms. Visually identify, observe and assess. Ability to communicate with supervisor/students/colleagues/guests. Regular physical attendance required. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.
Organization
The University of Central Oklahoma prepares future leaders in an opportunity-rich environment, ideally located in the Oklahoma City metropolitan area. Central offers an innovative learning community to its more than 17,000 students, where teaching comes first, a commitment seeded in the university's roots as a teaching college. Students at Central develop personal relationships with more than 450 full-time faculty, 450 adjunct faculty and over 850 staff, like 2008 U.S. Professor of the Year, Dr. Wei Chen, who are committed to transforming lives.
With 117 undergraduate majors and 59 graduate programs, Central is a smart investment for students dedicated to their future success. Notable academic programs include Forensic Science, Music Theatre, Mass Communications, Accounting, the region's only accredited Professional Golf Management program, Jazz Studies and the Academy of Contemporary Music at UCO, located in downtown Oklahoma City's Bricktown district.
Central's appealing 210-acre campus is on track to become a certified botanical garden, offering both a pleasing learning and living environment and a source of pride for students, employees and alumni. In fact, Central is ranked among the top universities nationally in residence life and as one of the top universities to work for by the "Chronicle of Higher Education." Central is also an official U.S. Olympic and Paralympic Training Site, and hosted the 2010 World Sitting Volleyball Championships on campus. Founded in 1890, Central is the state's first public institution of higher learning, and continues to cultivate creativity and innovation in every corner of campus, bringing to life its core values of Character, Community and Civility each day.
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MISSION
The University of Central Oklahoma (UCO) exists to help students learn by providing transformative education experiences to students so that they may become productive, creative, ethical and engaged citizens and leaders serving our global community. UCO contributes to the intellectual, cultural, economic and social advancement of the communities and individuals it serves.
VISION
UCO will become one of the Top 10 metropolitan universities of our kind in the United States by providing a transformative education as well as development experiences that help learners achieve their highest level of leadership potential.
CALL TO ACTION
The University of Central Oklahoma transforms each student by focusing our resources on the Central Six tenets of transformative learning.
All students will be transformed with:
- Discipline Knowledge
- Leadership
- Research, Scholarly and Creative Activities
- Service Learning and Civic Engagement
- Global and Cultural Competencies
- Health and Wellness
Transformative learning is a holistic process that places students at the center of their own active and reflective learning experience.
About Edmond/Oklahoma City Metro
The University of Central Oklahoma is located in Edmond, a part of the growing, thriving Oklahoma City metropolitan area. At Central, our students, faculty and staff get the best of both worlds - the "small town" feel of Edmond, with the big city excitement of the Oklahoma City metro. Both the Edmond and the Oklahoma City metro consistently rank nationally among the safest, most affordable and most exciting places to live. In fact, Edmond recently ranked among the best places to live in the nation by Money Magazine and Family Circle magazine, and Oklahoma City ranked sixth in the nation for the "Best Places for Young Adults" by Portfolio.com. From year-round arts, music and theater offering, to exciting sporting events like the NBA's Oklahoma City Thunder, to first class shopping, dining and more, Edmond and the Oklahoma City metro offer a diverse, active, culturally enriched lifestyle that's on the move to even bigger and better opportunities.
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