IT Service Desk Analyst (Tier 1)

Saint Louis University - Saint Louis, MO

Full-time - Entry Level

Saint Louis, MO

5,001-10,000 employees

Educational Services

About the position

The IT Service Desk Analyst (Tier 1) at Saint Louis University is responsible for providing technical support to end users, both locally and remotely. This role focuses on delivering excellent customer service while troubleshooting hardware, applications, and network issues. The analyst will work closely with other IT staff to ensure timely resolution of requests and maintain a high standard of support for various applications and technologies.

Responsibilities

• Provide end users with hardware, applications, system and network technical support to clients both locally and remote, via phone, email and remote tools.
• Provide end user support as needed.
• Provide, maintain, and improve upon excellent customer support.
• Supporting MS Office 365, Zoom, Panopto, Citrix Remote, Paper Cut, other applications as necessary.
• Basic troubleshooting for complex issues throughout the company infrastructure.
• Provide Tier I support to associates and clients.
• Follow up on outstanding requests and ensure timely resolution.
• Work closely with Tier II, Campus Manager to ensure issue tracking and proper assignment of tasks is being completed daily.
• Remotely support audio and video or classroom technology equipment.
• All other duties as assigned.

Requirements

• Knowledge and proficiency of MS Office 365, Windows OS, MAC OSX, Android, iOS.
• Knowledge of collaboration tools such as Zoom, Team, Skype, etc.
• Experience with Remote Support Tools.
• Familiarity with ITSM (Ticketing systems).
• Knowledge of Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android).
• Basic hardware and software troubleshooting skills.
• Basic networking knowledge.
• Basic Active Directory experience.
• Attention to detail.
• High sense of urgency.
• Associates degree in Information Technology related field is preferred or equivalent years of experience, plus one to three years of work experience.

Benefits

• Health Insurance
• 401K Plan
• Retirement Plan