IT Service Desk Analyst

SALARY: $56,161.00 Annually

OPENING DATE: 5/8/2025

CLOSING DATE: 5/22/:59 p.m.

UNIT: AFSCME-Grade Level 10

DEPARTMENT: Information Technology

REPORTS TO: Associate Director, User Services

JOB OVERVIEW:

The IT Service Desk Analyst is the first point of contact between end users and the IT organization. The position is responsible for recording the details of reported IT service issues and service requests, and working to fulfill service requests and resolve service issues as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups. Furthermore, the role assists in the deployment, installation, and maintenance of IT-managed hardware, applications, and devices. The position requires technical troubleshooting abilities and excellent customer service and interpersonal skills.

PRINCIPAL RESPONSIBILITIES:

1. Triages issues and service requests via all support channels including, but not limited to phone, e-mail, chat, and social media.
2. Troubleshoots the end user's issue and resolves upon first contact, when possible.
3. Accurately records and documents all details of the issue or service request, including categorization and priority into the IT service desk tool.
4. Advocates for the end user to ensure they receive high-quality and timely service and support from the entire IT organization.
5. Provides "how to" assistance on all internally supported devices, applications, and systems.
6. Escalates issues to appropriate second and third-level subject matter experts in accordance with service level agreements, and follows up on incidents, when appropriate.
7. Leverages internal and external resources (knowledge bases, manuals, support sites, and vendors) to answer questions and resolve issues.
8. Responds to end user inquiries regarding the status of incident/service request tickets, and performs follow-ups.
9. Contributes to the creation and maintenance of FAQ documents, knowledge articles, user guides, and internal IT department documentation.
10. Builds positive relationships with IT subject matter experts to ensure IT-delivered services and end user productivity goals are understood and met or exceeded.
11. Performs installation, configuration, and maintenance of end user computing systems, applications, devices, and peripherals.
12. Assists the network engineering staff in the deployment and maintenance of network devices and cable plant as directed.
13. Recommends and/or performs complex or remedial actions to correct problems; Provides support using diagnostic and remediation technology and tools to install, modify, or make repairs to computer hardware or software.
14. Recommends purchase of hardware and software to management, as appropriate.
15. Performs testing and evaluation of hardware and software to determine functionality and compatibility with existing computer systems, peripherals and the network; Documents and disseminates the testing and evaluation results to management.
16. Maintains all appropriate administrative records for the service desk center, including comprehensive equipment maintenance records and inventory of equipment, parts, tools, test equipment, and software.
17. Performs other duties as assigned that are appropriate to the position.

MINIMUM QUALIFICATIONS:

• High School diploma or equivalent
• Two (2) years' experience in a customer service role
• Computer software and hardware troubleshooting knowledge and experience
• Familiarity and ability to troubleshoot Windows, iOS, and Android desktop and mobile operating systems
• Remote desktop and screen sharing tools
• Excellent customer service skills
• Ability to learn new technology and applications
• Solid written and verbal communication skills
• Strong time management skills
  Ability to work independently with limited direct supervision

PREFERRED QUALIFICATIONS:

• Bachelor's degree in related field
• Previous call center or IT service desk experience
• Software and hardware certification
• Available for a reasonable amount of overtime, when necessary

PHYSICAL REQUIREMENTS

• Position requires the ability to lift computer equipment weighing 25 - 60 pounds and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

SUPPLEMENTAL INFORMATION:

SCHEDULE: Monday - Friday, 11:00 a.m. to 7:00 p.m., eligible for shift differential

RETIREMENT: Pension Eligible

Any Middlesex College employee hired after September 1, 2011 will have to meet the New Jersey residency law requirement.