IT Analyst for Service Desk

Barnard College; United States; On-site; USD 34,440 - 39,950; Full time

Job summary

Barnard College is looking for an IT Analyst for Service Desk operations. This position requires working on-site, managing ticketing systems, and providing technical support to students and staff.

The ideal candidate will hold a college degree, have experience in customer service or technical support, and be familiar with Windows and macOS systems. This role offers a salary range of $25–$29 per hour based on qualifications.

Qualifications

• 1 year of experience in customer service and/or desktop computer setup/support or equivalent technical experience.
• Familiarity with common user software environments (e.g., Gmail, Microsoft Office).

Responsibilities

• Staff the Front Desk Operations and serve as the primary point of contact.
• Create, document, categorize, and prioritize tickets in TeamDynamix.
• Provide users with written instructions and promote self-service.

Skills

Troubleshooting skills

Communication skills

Customer service

Ability to manage multiple requests

Education

College degree

Tools

TeamDynamix

Windows

macOS

Job description

Job Overview

IT Analyst for Service Desk reporting to the IT Support Manager. The Support Analyst performs intake on student, faculty and staff IT issues and assists with other duties and projects as assigned. On‑campus, 9am–5pm Monday‑Friday.

Key Responsibilities

• Staff the Front Desk Operations and serve as the primary point of contact for walk‑in, email, and phone clients.
• Create, document, categorize, and prioritize tickets in TeamDynamix with accuracy and attention to detail.
• Perform structured intake and first‑level troubleshooting across Windows and macOS computer systems.
• Independently resolve routine access and workstation‑related issues that do not require escalation, including password resets, MFA/DUO configuration, email support, VPN connectivity, printer access, software installation, Wi‑Fi connectivity, and basic troubleshooting.
• Provide remote and in‑person technical support for on‑campus and remote users.
• Investigate user issues by reviewing prior tickets, internal documentation, knowledge base articles, and other relevant systems to ensure continuity and informed resolution.
• Escalate complex issues to appropriate resolver groups with clear and thorough documentation.
• Identify and bring attention to recurring issues, patterns, or potential service disruptions.
• Provide users with written instructions and direct them to relevant knowledge base resources and institutional technology policies to promote self‑service.
• Maintain familiarity with Barnard and Columbia University systems and processes to appropriately guide faculty and staff to CUIT resources when applicable.
• Provide feedback to update the BCIT knowledge base.
• Perform additional duties and responsibilities as assigned.

Skills, Qualifications & Requirements

• Ability to complete assigned tasks with precision and accuracy.
• Strong troubleshooting skills and ability to determine resolution versus escalation.
• Ability to interact positively and appropriately with a wide variety of users.
• Excellent verbal and written communication skills.
• Ability to clearly explain technical concepts to non‑technical users.
• Ability to manage multiple requests in a high‑volume, customer‑facing environment.

Qualifications

• College degree with 1 year of experience in customer service and/or desktop computer setup/support or equivalent technical experience and training.
• Familiarity with Windows and macOS.
• Familiarity with common user software environments (e.g., Gmail, Microsoft Office, web browsers, email applications, VPN tools, etc.).

Preferred Qualifications

• Experience with ticketing systems (TeamDynamix preferred).
• Experience providing remote technical support.

Work Conditions

• This job is an on‑site, in‑person role that requires face‑to‑face interaction with many constituents.
• Ability to perform customary office tasks such as sitting, walking, standing, computing, and answering the telephone for moderate to prolonged periods of time.
• Light to moderate reaching, bending, and lifting.

Compensation

Salary: $25–$29 per hour (range based on qualifications, experience, education, licenses, specialty, and training).

Company

Barnard College

Employment Type

Full time