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HELPDESK ANALYST II

Security Sensitive Position?

Yes

Hours of Work

8:00 AM - 5:00 PM M-F

Position Details

Position Information

Posting Number

TSU202776

Official TSU Title

HELPDESK ANALYST II

Grant Title

N/A

Job Description Summary / TWC Summary

The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools. This position requires a high-level of customer service skills including accuracy, speed, and empathy, so as to deliver gold-standard customer service to faculty, staff, and students.

Essential Duties Summary

Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
Performs other job-related duties as assigned.

% FTE

1.0

Hiring Range

$23.208620 - $29.0100

Education

Bachelor’s degree (B.A. or B.S.) in Information Technology, Business or closely related discipline. preferred.

Required Licensing/Certification

ITIL Foundations, Certification on PCs, Macs and HP solutions, A+ certification or industry recognized equivalent, Network Plus, AV certification, Apple Certified Associate.

Knowledge, Skills, and Abilities

Knowledge of:

Good understanding of the organization’s goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

Skills:

Detail oriented.
Effective customer service.
Problem-solving and decision-making.
Multitasking and time management.
Technical problems.
Project management.
Presenting.
Job-related systems.
Both verbal and written communication.

Ability to:

Prepare detailed reports.
Work independently.
Communicate effectively.

Work Experience

Requires four (4) to five (5) years of related experience. Requires broad knowledge of complex systems, solutions and processes/procedures.

Working/Environmental Conditions

While performing the duties of this job, the employee is regularly required to: sit, walk, talk, and hear, use hands to move items and to operate computer.
The employee is frequently required to: stand, reach with hands and arms, climb, stoop or kneel or crouch, and lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work is performed within routine office environment with no exposure to hazardous or unpleasant conditions.

Desired start date

Position End Date (if temporary)

Posting Detail Information

UA EEO Statement

It is the policy of Texas Southern University to provide a work environment that is free from discrimination for all persons regardless of race, color, religion, sex, age, national origin, individuals with disability, sexual orientation, or protected veteran status in its programs, activities, admissions or employment policies. This policy of equal opportunity is strictly observed in all University employment-related activities such as advertising, recruiting, interviewing, testing, employment training, compensation, promotion, termination, and employment benefits. This policy expressly prohibits harassment and discrimination in employment based on race, color, religion, gender, gender identity, genetic history, national origin, individuals with disability, age, citizenship status, or protected veteran status. This policy shall be adhered to in accordance with the provisions of all applicable federal, state and local laws, including, but not limited to, Title VII of the Civil Rights Act.

Close Date

Open Until Filled (overrides close field)

Yes

Special Instructions to Applicants

Open to all applicants.

Texas Southern University Glassdoor Company Review

3.6

Texas Southern University DE&I Review

No rating

CEO of Texas Southern University

Lesia L. Crumpton-Young

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By Texas Southern University

Texas Southern University (TSU) is a historically black public institution established in 1947 by the Texas Legislature. The university, located on a 150-acre campus in downtown Houston, offers about 40 bachelor's degree programs and more than 30 ...

3 jobs

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INDUSTRY

Colleges & Universities

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Houston, TX

DATE POSTED

August 5, 2023