Higher-Ed IT Help Desk Analyst

Solutions Management Group (SMG); Cedar Rapids (IA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

STD/LTD Insurance

Life Insurance

Flexible Spending Account

401(k) with match

Paid time off

Volunteer time

Employee Assistance Program

Job summary

Solutions Management Group is seeking a Service Desk Analyst to provide first-level technical support to Kirkwood Community College staff via phone and email. The role requires strong customer service skills and the ability to troubleshoot a range of issues, logging incidents accurately in the ticketing system.

You will work with the Technology Services team to resolve problems, promote self-service, and ensure timely incident management, while maintaining confidentiality and professional

Qualifications

• 2+ years of customer service experience in a call center environment
• Associates Degree or Certificate/Diploma in computer science or related field
• Strong knowledge of Microsoft operating systems and Office software (Windows 7/10, Office 2016)

Responsibilities

• Provide excellent customer service to Kirkwood Community College staff
• Answer calls promptly within SLA using Automatic Call Distribution
• Log incidents and service requests in the ticketing system accurately
• Utilize troubleshooting skills and communicate effectively with customers
• Schedule Customer Support Technician Team via Microsoft Outlook
• Promote self-service to reduce unnecessary on-site visits
• Work with Technology Services to ensure consistent support
• Maintain First Call Resolution within SLA
• Manage escalated or unresolved issues promptly
• Maintain confidentiality of student, faculty and staff data
• Establish and maintain strong working relationships with colleagues and the public
• Demonstrate a positive, friendly, respectful attitude toward customers and coworkers
• Show strong organizational skills and high attention to detail
• Other duties as assigned by management

Skills

Customer service

Call center

Communication

Education

Associate's Degree or Certificate/Diploma in computer science or related field

Tools

Windows 7/10/Office 2016

Job description

Solutions Management Group is seeking a Service Desk Analyst to provide first-level technical support to Kirkwood Community College staff via phone and email. The role requires strong customer service skills and the ability to troubleshoot a range of issues, logging incidents accurately in the ticketing system.

You will work with the Technology Services team to resolve problems, promote self-service, and ensure timely incident management, while maintaining confidentiality and professional