Service Desk Analyst Associate/Service Desk Analyst - Student Affairs Technology
The University of Illinois Urbana-Champaign is seeking a Service Desk Analyst Associate to enhance the student experience through innovative IT services. This role serves as the first point of contact for support requests, providing desktop support, software support, and account management while contributing to the mission of Student Affairs Technology.
Responsibilities
- Serve as first point of contact users with technology requests and service issues; refer more complex issue to peers as appropriate
- Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions
- Create and maintain end user documentation
- Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity
- Provide support and training for assigned unit specific applications
- Generate and compile reports for assigned unit specific applications
- Assist staff with initial user account setup and access
- Serve as a Unit Security Contact; providing systems account provisioning and termination
- Assume appropriate related additional duties to further the mission of the unit
- Provide assistance with special technology projects and Service Desk reports as directed
Skills
- High school diploma or equivalent
- One (1) year of work experience in IT‐related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field
- Demonstrated experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools
- Demonstrated experience providing application and/or desktop support to end users, including Microsoft Office
- High school diploma or equivalent
- Two (2) years of work experience in IT ‐ related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field
- Experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools
- Experience providing application and/or desktop support to end users, including Microsoft Office
- Experience troubleshooting Windows workstation operating systems
- Experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management
- Experience troubleshooting Windows workstation operating systems
- Experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management
- Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment
- Experience supporting and troubleshooting Adobe applications
- Experience supporting mobile technology platforms such as tablets, iPads or smartphones
- Experience in a higher education environment
- Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment
- Experience supporting and troubleshooting Adobe applications
- Experience supporting mobile technology platforms such as tablets, iPads or smartphones
- Experience supporting audio visual equipment, including setup and maintenance
- Experience with providing technical training to end-users
Benefits
- Health
- Dental
- Vision
- Life Insurance
- A Retirement Plan
- Paid time Off
- Tuition waivers for employees and dependents
Company Overview