Service Desk Analyst
The IT Service Desk Analyst will provide Tier 1 technical support for AccelerEd and UMGC Staff as well as Tier 2 technical support for UMGC Faculty and Students. This role provides remote support for hardware, software, online classroom, and system access questions and issues. The selected candidate must be detail-oriented, a strong communicator, a critical thinker, and able to interpret and diagnose technical issues. RESPONSIBILITIES : Provide technical support in a consistent, professional manner via multiple support channels, eg phone, email, chat, and walk-ins. Analysts work in a contact center environment. Document technical questions, issues, and outages in ITSM tool and escalate to tier 3 support teams as required. Ensure customers are satisfied with the provided solution and overall support experience. Perform staff onboard and offboard activities for UMGC employees and non-employees. This includes account creation, separation and software installation tasks. Engage with projects and other support teams to stay aligned with application and service updates and document in knowledge articles as required. Train new Service Desk Analysts on the day-to-day duties and application support. Be available for on-call support after hours Other duties as assigned. Areas of support include, but are not limited to: Brightspace Learning Management System (D2L) - Classroom functional/technical support PeopleSoft ERP ITSM and CRM (ServiceNow and SalesForce) Microsoft Office 365 Remote Support and Meeting Collaboration Tools (Bomgar, Zoom) Network Administration (LAN/WiFi, VPN, Active Directory, LDAP) Windows OS Administration (Registry, MMC, Group Policy) and Mac OS Administration Account Provisioning and Separation Mobile Devices (iPhone, iPad) Password Management Asset Management Various University applications MINIMUM QUALIFICATIONS, EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES: Bachelor's degree from an accredited institution of higher learning, and one year of experience in a comparable Service Desk/Help Desk or Call Center environment. Consideration will be given for candidates with 2+ years of relevant experience in lieu of the required education. ITSM tool experience Strong customer service skills with good composure in stressful situations Patience and empathy Flexible and adaptive in an evolving organization Independent thinker with analytical problem-solving skills An ability to effectively multitask and work effectively in a team setting A focus on continual service improvement CERTIFICATIONS ITIL Foundation and HDI Certifications or other industry certifications (A+, CNA, MCTS) preferred TRAVEL REQUIREMENTS: Some travel may be required, up to 10% of the time.