Hybrid IT Service Desk Analyst - Higher Education

University of Colorado System; Denver (CO); Hybrid; USD 52,000 - 60,000; Full time

Benefits offered by this job

No-cost medical and dental

401(a) retirement plan

Paid holidays

Tuition benefit

Parental leave (6 weeks)

Free RTD EcoPass and parking

Job summary

The University of Colorado System Office of Advancement is hiring a Service Desk Analyst to provide first-line IT support for Central Advancement COE teams. The role emphasizes incident management, ticket prioritization, and collaboration to resolve Tier 1 issues within SLAs.

This hybrid position offers flexible work arrangements with occasional in-office weeks at 1800 Grant Street, Denver, CO, and opportunities for professional growth within CU System Administration.

Qualifications

• Bachelor's Degree or equivalent experience required.
• At least 1 year in customer service or help desk role.
• Experience with ticketing systems and knowledge base tools.

Responsibilities

• Provide first-level IT support for Central Advancement COE teams.
• Log, track, and manage support tickets and inquiries.
• Prioritize tickets based on impact and SLAs.
• Collaborate with teams to resolve Tier 1 issues.
• Maintain documentation and knowledge base updates.

Skills

Customer service

Help desk

Communication skills

Problem-solving

Education

Bachelor's Degree or equivalent experience

Tools

Salesforce

Ticketing systems

Knowledge base tools

Job description

The University of Colorado System Office of Advancement is hiring a Service Desk Analyst to provide first-line IT support for Central Advancement COE teams. The role emphasizes incident management, ticket prioritization, and collaboration to resolve Tier 1 issues within SLAs.

This hybrid position offers flexible work arrangements with occasional in-office weeks at 1800 Grant Street, Denver, CO, and opportunities for professional growth within CU System Administration.