L1 Service Analyst

Information Technology Worcester, Massachusetts

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Description

Job Summary
Reporting to the Customer Service Manager, the Level 1 Service Analyst is the first point of contact for endpoint support to the College community.  This position staffs the Help Desk, responding to phone calls, walk-ins, and emails, and both provides level 1 technical support and coordinates level 2 escalations as needed with a strong focus on customer service and satisfaction. 
Major Areas of Responsibility
  • Analyze, troubleshoot, document, manage, and resolve level 1 Windows and Mac hardware and software issues.
  • Act as the first point of contact for technical support at the College.
  • Respond to phone calls, walk-ins, and emails, providing customers with top tier customer service.
  • Document issues within our ticketing system.
  • Help improve Help Desk policies and procedures.
  • As appropriate, escalate issues to others in the Customer Experience Team.
  • Manage student workers as needed.
  • Other duties as assigned.  

 

Minimum Qualifications
  • Technical high school, associates degree, or equivalent experience required.
  • Strong focus on customer service required.
  • Knowledge of Windows OS, MacOS, and iOS required. 
  • Ability to prioritize and troubleshoot complicated technical problems required.
  • CompTIA A+, Google IT Support Professional, or like certifications are a plus.
  • Higher education technology support experience is a plus.

 

Core Competencies
Skills that are required for this job and are in line with the College’s mission e.g. 
  • Dependability
  • Flexibility
  • Service Oriented
  • Excellent Written & Verbal Communication
  • Proficient Problem Solving
  • Understands Risk Management
  • Excellent Innovation/Creativity
  • Strong Teamwork & Team Facilitation
  • Strong Interpersonal Skills
  • Understands, values and respects diversity as an individual, in a team and within groups while fostering an inclusive and supportive environment.
    Additional information:
    This is a full time, exempt level position with a salary range of $49,500-$52,000. The College is committed to providing competitive market pay for its employees.  The College also offers a competitive benefits package for full-time staff, including:
    • 10% College contribution to the 403(b) Retirement Plan (1 year wait waiver available)
    • Condensed summer 4-day work week
    • Tuition & Education benefits
    • Wellness programs & ongoing Training and Development opportunities
    • Generous paid time off
    The College is an Equal Employment Opportunity Employer and complies with all Federal and Massachusetts laws concerning Equal Opportunity and Affirmative Action in the workplace.
    To review our Employee Benefit Options, please go to: https://www.holycross.edu/human-resources/benefits

    APPLICATION INSTRUCTIONS:
    Please attach a cover letter addressing the position requirements along with your resume.
    In your cover letter please address how your work might support the College's commitment to inclusive excellence (https://aspire.holycross.edu/inclusive-excellence). Please provide examples of how you have integrated diversity, equity, inclusion and belonging into your past work. For more information, please visit http://holycross.edu/diversity.
    Review of applications will begin as received and continue until the position has been filled.

 

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