IT Service Desk Analyst

1 week ago


Oxford, United States InsideHigherEd Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at InsideHigherEd. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our clients, resolving complex technical issues, and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Troubleshoot Technical Issues: Identify, report, track, troubleshoot, and resolve technical incidents and requests using appropriate tools and applications.
  • Emergency On-Call Rotation: Participate in an emergency on-call rotation to provide timely support to clients.
  • Escalation and Collaboration: Escalate complex problems to Tier II staff and work collaboratively to ensure resolution.
  • Knowledge Sharing: Share technical knowledge with other support staff to resolve problems and improve overall service quality.
  • Customer Service: Provide exceptional customer service, promoting a customer-oriented environment and treating clients professionally and courteously.
  • Communication: Communicate technical information effectively to clients, using clear and concise language.
  • Problem-Solving: Identify symptoms, break down problems into manageable parts, analyze root causes, and seek resources to define solutions.
  • Adaptability: Learn quickly, adapt to change, and meet the needs of the IT environment.
  • Decision-Making: Make basic decisions in daily work, saving manager time, and identify and escalate significant decision points appropriately.
  • Teamwork: Participate in professional development activities and perform other related duties as required or assigned.
Requirements
  • Education: Associate's degree or 3 years of relevant experience.
  • Knowledge and Skills: Windows desktop operating systems, desktop business software, Macintosh desktop operating systems, Google products, networked printers, audiovisual learning environments, and basic knowledge of wired and wireless networks.
  • Communication and Customer Service: Excellent verbal and written communication skills, including the ability to communicate technical information to clients.


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