Help Desk Analyst (PA, Gwynedd Valley) - Gwynedd-Mercy College

SUMMARY?
Provide first and second-tier support for students, staff, and faculty via telephone, email, and in-person at the university?s main IT service/help desk. ?This position is responsible for the following products and services: networking, client support (hardware/software), learning management system (LMS), peripheral devices, and others. ?

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

?Maintain accurate, effective, and timely incident response documentation in accordance with department policies, procedures, and practices.
?Work with Director of User Services to develop policies and procedures for Help Desk Services and communicate to the university community.
?Same supervision of student workers.
?Work various shifts and schedules as needed.
?Work independently and follow policies, procedures, and directions.

First Tier
?Report, troubleshoot, and resolve problems remotely from help desk location.
?Support requests for Windows, Macintosh, network infrastructure services, LMS, and their associated software and hardware.

Second Tier

?Provide ITS staff with appropriate information as to mitigate return calls to the end user.
?Promote a service orientation that effectively meets end-user needs.
?Participate in cross-training and shared responsibilities as a member of ITS staff.
?Other duties as required by business needs.

SUPERVISORY RESPONSIBILITIES

Some supervision of student workers.