Help Desk Analyst

Kutztown University of Pennsylvania
Kutztown, PA

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Administrative Jobs
Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details

Job Summary

This AFSCME position serves as a point of contact for Information Technology related needs for faculty, staff and students. The scope and complexity of IT support and administrative services requires the application of broad IT knowledge to support network, server, system administration, classroom technology, desktop support, web development, student information system, constituent relationship management (CRM) and student learning management system (D2L) requests and incidents.

This position is first point of contact for IT Service Requests. The IT Service Desk Analyst is responsible for collecting pertinent information regarding support requests, analyzing the information, determining root cause, resolving the issue, and if needed dispatching requests to tier 2/tier 3 support resources.

This position will also assist in the process and support of varied IT projects such as procurement, staff training, videoconferencing, end-user training, maintaining and updating the IT Solutions Center, BYOD (smart phones, tablets, laptops) setup, and learning emerging technologies.

Minimum Qualifications

  • Associates Degree in Information Technology or related field or equivalent work experience.
  • Strong working knowledge of applications, operating systems, computer hardware.
  • Special blend of professional and courteous service sophistication, wide range of technical knowledge, excellent analytical and problem-solving skills, accurate attention to details.
  • Excellent written and oral communication skills necessary to share technical knowledge and create self-help documentation for a wide range of constituents who have a wide range of technical expertise to assist clients in learning how best to use technology.
  • Ability to develop and maintain effective working relationships with technology associates and business offices to promote productivity and efficiency.
  • Skill in asking probing questions, to determine nature of problem and the ability to calm down irate customers
Preferred Qualifications

  • Experience in higher education
  • Bachelor’s degree in Information Technology or related field
Supplemental Information

, Applications & Resumes will be accepted until position is filled, however; to ensure full consideration, application materials should be received no later than close of day on January 22, 2023.

The starting salary is $47,472 per the AFSCME CBA.

All applications for this position must be submitted via our online application/resume system ONLY. Please do not fax, mail, or e-mail any documentation.

Successful interview, reference checks, background clearances (PA Criminal, Child Abuse Clearance & FBI Clearance), and demonstration of ability are requisite qualifications for all positions.

The University is very interested in hiring employees who have had extensive experience with diverse populations. Kutztown University is an AA/EOE/member of the PA State System of Higher Education and actively solicits applications from women and minority candidates.

Non-Discrimination Statement
Kutztown University does not discriminate in employment or educational opportunities on the basis of sex, race, ethnicity, national origin, age, disability, religion, sexual orientation, gender identity, or veteran status. To discuss a complaint of discrimination, please contact the University's Title IX Coordinator located in the Office of Social Equity, Old Main A-Wing, Room 02, by phone at 610-683-4700 or by e-mail at [email protected] or the Office for Civil Rights located in the Lyndon Baines Johnson Department of Education Bldg., 400 Maryland Avenue, SW, Washington, DC 20202-1100, by phone at 800-421-3481 (TDD: 800-877-8339), by fax at 202-453-6012, or by e-mail at [email protected]


Working at Kutztown University of Pennsylvania

Comprising five colleges - Visual and Performing Arts, Business, Education, Liberal Arts and Sciences, and Graduate Studies - Kutztown University offers a diverse range of excellent academic programs to prepare individuals for successful careers.

Located on 325 acres in Kutztown (population:4,500), the university is 20 miles from both Reading and Allentown, 90 miles from Philadelphia and 100 miles from New York City. LVI International Airport is 25 minutes from campus. The campus is in a beautiful rural Pennsylvania Dutch community, an easy walk from the borough of Kutztown which has ample stores and shops to meet the needs of students.

Currently, 10,193 students are enrolled at the university from 26 states and 51 nations. About half of the undergraduates live in residence halls; the rest live at home or in nearby apartments. A well-rounded program of athletic, cultural, and social events and activities satisfies nearly every taste.

We have 330 full-time faculty members and boast a favorable 19:1 student-faculty ratio. Sixty percent of our faculty have doctorates, 39% earned master's degrees and 1% have bachelor's degrees.

Kutztown University is accredited by Middle States Association of Colleges and Secondary Schools (MSACS); professionally by the National Council of Teacher Education and National League of Nursing.

Kutztown University of Pennsylvania is a member of the State System of Higher Education. The Board of Governors oversees the State System which includes Pennsylvania's fourteen public universities. The Council of Trustees is the local governing body for Kutztown University. The Officers of Administration for the University are the President and members of the President's Cabinet. 

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