Senior Help Desk Analyst - Methodist University

The Methodist University Senior Help Desk Analyst role will be the first point of contact for students, faculty, and staff seeking assista...Education/Certifications:

Associate's degree in Information Technology or a related field, or 5 years of equivalent work experience.

A+, Network+, Microsoft 365, ITIL certifications preferred.

Knowledge/Skills/Abilities

Strong knowledge of common operating systems (Windows, macOS, iOS, Android, and ChromeOS) and common software applications including Microsoft 365 Apps for Business (Word, Excel, Powerpoint, Outlook, etc.)

Understanding of ITIL principles and their application in incident, problem, change, and service request management.

Understanding of the OSI model and how it is used to troubleshoot issues.

Excellent customer service and interpersonal skills.

Exceptional communication and problem-solving abilities aligned with ITIL best practices.

Ability to work independently and as part of a team.

Familiarity with ticketing systems, remote support tools, and inventory management software.

Patience and empathy when dealing with users experiencing technical issues.