Service Desk Analyst

Our Service Desk Analysts are prepared to provide customer centric, first contact support for all user requests. Individuals will respond to support requests of software, hardware, telephony, and network related issues, and these requests are handled via phone, chat, and web portal tickets. In this role an analyst must identify and resolve issues with urgency. Less complex issues will typically be resolved immediately, while more complex incidents are escalated. Confidential data and highly regulated information is handled daily which requires integrity and accuracy in each interaction. The service desk strives to reduce service interruptions of impacted systems by working together to ensure UTI campuses are supported in a meaningful and timely manner.

Pay Range: $18.00 - $27.00

What We Offer:

• Tuition Waiver: Enjoy a tuition waiver after 6 months of employment for you AND your immediate family offered at UTI and Concorde campuses
• Paid Time Off: Competitive paid time off programs for employees (Vacation, Sick, Flexible)
• Retirement Matching: 50% match on the first 6% of your contributions after 90 days
• Paid Parental Leave: 4 weeks of paid leave for both birthing and non-birthing parents to bond with a new baby
• Competitive Insurance: Health, vision, and dental coverage for you and your dependents
• Pet Insurance: Competitive coverage for your furry family members through ASPCA
• Health Plan Enrollment: Eligibility starts first of the month following completing one full month of employment

• Troubleshoots, diagnoses, researches, and resolves technical hardware, software, network, and telephonic issues within established Service Level Agreements.
• Assists users with issues/problems from a variety of sources including proprietary and Microsoft Office applications, and Microsoft Operating Systems.
• Understands and performs basic troubleshooting of enterprise systems and services. Escalates and partners with IT support teams, when necessary.
• Provides end-user support of iPhone and other Smart phones, including activation, and troubleshooting requests.
• Accurately tracks and routes incident and service tickets providing thorough documentation of troubleshooting, history, and resolution.
• Accurately documents solutions to known/resolved problems through creating and updating Knowledgebase articles and SharePoint team site information.
• Creates and maintains user accounts, memberships and rights within Active Directory, PeopleSoft, Azure, and proprietary systems.
• Provides general end user training and documentation.
• Other duties as assigned.

Education / Experience

• High School Diploma/GED required
• 1-2 years experience in Service Desk/Tier 1 support required or equivalent experience
• A+ Certification preferred

Skills

• Verbal and written communication skills
• Ability to use good judgment, problem-solving, and decision-making skills
• Ability to gain, understand and apply knowledge from technical manuals and SOP’s
• Ability to maintain confidentiality and professional decorum
• Extensive knowledge of Microsoft Office and Microsoft Operating Systems
• Basic knowledge of Active Directory, Exchange account management, and Citrix remote user support.
• Linear troubleshooting skills

Abilities

• Must be able to talk, see, hear, concentrate, think, learn, and reason for all of the workday
• Must be able to operate a computer to work from including use of monitors, operating system, keyboard, mouse, and communicate verbally to customers for prolonged periods throughout the workday.
• Must be able to  respond to emails, messages, and enter text from a keyboard for prolonged periods throughout the workday.\

Work Environment

• Flex business hours;Set schedule Monday – Friday; hours are evaluated for business needs. Occasional overtime is required (including periodic off-hours and weekend hours) to assist with Tier 1 system outages during off-hours and weekend hours when on rotation and on-call is required
• Work is performed indoors in a climate-controlled environment.remotely which requires stable power and internet connectivity with connection speeds of at least 25Mbs download and 10Mbs upload. Higher bandwidth is recommended for optimal performance.