$16.87 an hour
As part of the DRSS IT team, the Service Desk Analyst will provide IT support to students and staff relating to effective use of technologies at the Dayton Regional STEM School, including computer, audiovisual, network connectivity, and various software applications.
Thoroughly documents all work completed within service management system. Documentation includes a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution.
Follows known processes and best practices, and identifies and actively works towards improvements.
Must be adept and passionate about learning new technologies and services. Must be passionate about supporting customers.Minimum Qualifications
Associate Degree or two years of college and 1 year related experience or attending college and 4 years related experience.
Excellent interpersonal skills and customer service; face-to-face and over the phone.Preferred Qualifications
Technically proficient with proven IT troubleshooting skills and problem resolution techniques.
Bachelor’s degree or currently pursuing an IT degree.Essential Functions and percent of time:
70% – First Level Technology Support
First-line technology support for students and staff across a wide range of products and services including Windows and OSx operating systems and associated hardware, mobile devices/applications, Office 365 suite, various academic and enterprise level applications, and infrastructure connectivity
Utilize industry standard IT service management best practices to document, diagnose, and troubleshoot to resolution or functional escalation.
20% – Communication and Knowledge Management:
Ensures the storage, security, version control, process routing and retention of knowledge management documents used within the IT department. Advocate for the customer by participating in project development activities.
10% – Trend Analysis Identify and characterize reoccurring patterns in the request and incident management processes. Determine scope and affected community and report trend to appropriate leadership.
Posted on : Mon, 15 Apr 2019 16:12:51 GMT
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