Help Desk Analyst
Help Desk Analyst - University Information Systems (UIS)
This position enables 10,000+ technology users to perform mission critical activities and enhance learning and research by providing technology assistance and support services. Responsibilities include Helpdesk and paging support, PBX and Audix programming. Duties include but are not limited to:
Help Desk Analyst (Telephone Systems & Tier 2 Network Support)
- Principle duties involve all aspects of end user support for entire campus community through phone, e-mail and in person interactions. Position resolves, troubleshoots and/or delegates reported problems accurately; tracks delegated problems to ensure quality service and users' continued function with technology and advocates for user needs to improve operational productivity and enhance academic innovation. Meets the established productivity metrics as defined by the help desk manager.
- Performs problem diagnosis, resolution, delegation and follow up for voice, video and data technology issues for all University faculty, staff and students. Examples of technologies supported include but are not limited to the enterprise telephony systems; Digital and IP, Setup configuration and customization of the client phones. Knowledge of services providing specialized high-end resources. Follows proper outage procedure to alert level 2 and level 3 system administrators of reported problems. Escalates issues and advocates for users' needs as appropriate. Reviews open tickets on a regular basis to proactively identify and resolve problem issues. Effective planning of support for after of hours issues as needed.
- Tier 2 support to UIS NCS-INO network team to include but not limited to; IP and DHCP address assignments, VLAN and layer 2 switch port configuration changes, monitoring and reporting on alert notifications from network management systems (Solarwinds & Nagios), and coordinating and dispatching of smart-hands to address physical network needs.
- Exhibits critical thinking and initiative in all aspects of performance.
- Recognizes trends and patterns in user queries and act accordingly. Develops and communicates effective solutions, working closely with immediate peers and often with other UIS groups.
- Uses professional resources and alliances to enhance the quality of solutions offered to users. Brings technical depth to the help desk team and AITS by sharing areas of expertise and professional experience. Uses professional memberships in related technology organizations to find common higher education solutions to problems. Utilizes these relationships and memberships to help UIS staff and end users anticipate and take advantage of technology changes.
- Provides high-end assistance and troubleshooting for standard supported enterprise and client telephony systems. Including set up, configuration and maintenance of our current phone switch and Audix systems. Provide appropriate and accurate referrals for problems with non-UIS-supported software.
- Manages access to telephony systems such as Audix; ACDs and all on campus phone services. Ensures both efficient resolution of access problems and security on University systems by enforcing related policies and procedures and reporting problems in a timely manner. Helps users understand the importance of security and implement safe practices at the telephone and voice mail levels.
- Provides the help desk manager, UIS Security office and DPS with logs and service provisioning information relating to internal and criminal investigations in the telephony system.
- Provides back-up assistance to the student help desk in resolving student-centered issues such as basic phone service requests, second lines, authorization codes.
Ticket Reconciliation for Billing Issues
- Works with the Billing office to reconcile DSO/VSO to tickets to billing statements. Perform informal audits of the switch system to ensure accuracy and completeness of information.
- Identifies tracking and billing problems and reports them as needed to the help desk manager.
- Other duties as assigned.
- Bachelor's degree or equivalent experience
- Initiative in learning emerging client-side technologies and changes to existing technologies such as new operating systems, applications, and devices
- Excellent proven communication skills translating complex technical information into end-user audience targeted documentation (print or web page)
- Excellent customer-service attitude, proven ability to build relationships with clients, customers, or users; Excellent written and verbal communication skills; Strong analytical skills and human relations skills
- Ability to effectively work in a large team environment, prior team or project leadership experience preferred.
- Project Planning: Ability to develop strategies and plot the final course of action for projects of 10 or more user stations; includes ability to perform an on-site interview with the client, a needs assessments, and conducting site surveys.
- Ability to document the requirements gathered and provide the user with a project plan, and with alternate plans, as needed. Fully understanding the needs and reconciling them with the requests submitted by the user
- Knowledge of voice systems to include processing ADDs, MOVEs, and CHANGES of emulations, (software) key systems, PBX equipment, voice mail systems, voice over Internet-protocol (VoIP) principles and other telecommunications systems
- Experience diagnosing, testing, resolving, and communicating complex technical issues with a diverse user community. Experience in an academic computing organization preferred
- Experience documenting technical systems, solutions or software functions for end user audiences
- Strong standard productivity application skills (includes knowledge of features and functionality , as well as operating system and hardware requirements on multiple platforms and ability to diagnosis and resolve complex problems in this space) Standard productivity software includes MSOffice 95-Vista, and Windows platforms, e-mail clients (Outlook, ThunderBird), web browsers and html editors
- Strong conceptual understanding and previous helpdesk support experience in client/server integration, data networking and telecommunications
- Experience and support on client-side security issues including operating system, and anti-virus software
- Knowledge of analog and digital voice, telephone, radio and wireless communication principles and practices sufficient to install, operate, and maintain telecommunications networks along with an understanding of commercially provided wireless connectivity
- Ability to conduct technical surveys for the installation of permanent and/or temporary voice telephone, radio and wireless telecommunications systems required for the protective and/or investigative mission support requirements (e.g. setting up special lines for DPS, ERT, impromptu call centers, etc.)
- Knowledge of telecommunications concepts, principles, practices, procedures, policies and operational requirements in order to implement, develop, manage, monitor, and maintain the Georgetown University network
- Bachelor's Degree in Computer Science, or Information Technology related field
- Telephony certification or higher
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