IT Service Desk Analyst

University of Kansas Medical Center; United States; On-site; USD 83,620,000 - 125,362,000; Full time

Benefits offered by this job

Health, dental, vision coverage from 1

Life and disability insurance

Paid time off & holidays

Retirement program

Job summary

The University of Kansas Medical Center IT Service Desk Analyst serves as the primary point of contact for technical support within KUMC IT Services, assisting customers with BYOD and managed devices and documenting incidents in the ITSM system.

This 100% onsite role requires strong communication, problem‑solving, and teamwork. You will triage requests, escalate when needed, and contribute to improving the customer experience across hardware, software, and network services.

Qualifications

• Education: High School diploma or equivalent.
• Six months of customer service experience, preferably in a call center.
• Post-secondary education in computer science, information systems, or related technical field.
• Experience troubleshooting desktop hardware, software and operating systems.
• Experience supporting bring-your-own-device (BYOD) users and environments.

Responsibilities

• Address technical support issues independently and in collaboration with team members.
• Triage technical issues and customer support requests through various contact vectors, including phone, email, chat, and in-person.
• Attempt to resolve customer concerns during the initial contact when appropriate and ensure issues are accurately documented and routed for timely resolution.
• Assist customers with bring your own device (BYOD) and/or managed computers, applications, and IT infrastructure.
• Escalate issues to appropriate support teams, and follow-up on incidents to ensure customer experience expectations are met.
• Document technical support activities into the IT Service Management software and relevant knowledge base.
• Leverage internal team members, subject matter experts, and external resources to answer questions and resolve issues.
• Provide technical support during scheduled rotations at the Walk‑In Appointment Desk.
• Prepare, configure, image, test, and deploy new hardware while reimaging and refurbishing existing devices for redeployment and ongoing lifecycle management.
• Coordinate equipment repairs with support vendors, tracking progress, and validating completed repairs.
• Communicate customer concerns and service needs to the appropriate teams and identify opportunities to improve the customer experience.
• Track assigned incidents through resolution and provide customers with status updates.
• Maintain familiarity with technologies, procedures, operating systems, and applications relevant to service desk support.
• Provide management with feedback on service desk processes and opportunities for improvement.

Skills

Communication

Interpersonal skills

Problem solving

Technical aptitude

Customer service

Time management

Multitasking

Education

High School diploma or equivalent

Post-secondary education in CS/IS

Tools

IT service management systems

Unified endpoint management

Job description

IT Service Desk Analyst

Department: Customer Support Administration

Job Family Group: Professional Staff

Job Description Summary: The IT Service Desk Analyst serves as the primary point of contact for technical support at the University of Kansas Medical Center within KUMC IT Services. The analyst responds to technology-related questions, issues, and service requests and assists customers with restoring access to technology services. The IT Service Desk Analyst provides technical support through phone, email, chat, and in-person interactions. The analyst records and documents reported issues and service requests, troubleshoots issues, and escalates them to the appropriate support teams when needed. The analyst also communicates with customers regarding issue status and resolution. The IT Service Desk Analyst reports to the Customer Experience Manager.

Job Duties

• Address technical support issues independently and in collaboration with team members.
• Triage technical issues and customer support requests through various contact vectors, including phone, email, chat, and in-person.
• Attempt to resolve customer concerns during the initial contact when appropriate and ensure issues are accurately documented and routed for timely resolution.
• Assist customers with bring your own device (BYOD) and/or managed computers, applications, and IT infrastructure.
• Escalate issues to appropriate support teams, and follow-up on incidents to ensure customer experience expectations are met.
• Document technical support activities into the IT Service Management software and relevant knowledge base.
• Leverage internal team members, subject matter experts, and external resources to answer questions and resolve issues.
• Provide technical support during scheduled rotations at the Walk‑In Appointment Desk.
• Prepare, configure, image, test, and deploy new hardware while reimaging and refurbishing existing devices for redeployment and ongoing lifecycle management.
• Coordinate equipment repairs with support vendors, tracking progress, and validating completed repairs.
• Communicate customer concerns and service needs to the appropriate teams and identify opportunities to improve the customer experience.
• Track assigned incidents through resolution and provide customers with status updates.
• Maintain familiarity with technologies, procedures, operating systems, and applications relevant to service desk support.
• Provide management with feedback on service desk processes and opportunities for improvement.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. It is only a summary of the typical functions of the job, not an exhaustive list of all possible job responsibilities, tasks, duties, and assignments. Furthermore, job duties, responsibilities and activities may change at any time with or without notice.

Work Environment

This position is 100% onsite. This position includes after‑hours on‑call support rotations; one‑week assignments occurring at least every ten weeks or more frequently depending on staff availability. The position involves moving equipment weighing up to 50 pounds across campus and placing equipment at heights of up to 6 feet, with or without reasonable accommodation.

Required Qualifications

• Education: High School diploma or equivalent.
• Work Experience: Six months of customer service experience, preferably in a call center environment.

Preferred Qualifications

• Education: Post‑secondary education in computer science, information systems, or related technical field.
• Work Experience: Experience in a customer‑facing information technology role.
• Experience troubleshooting desktop hardware, software and operating systems.
• Experience troubleshooting computers, printers, scanners, MFDs, and other peripherals both on‑site and remotely.
• Experience working in higher education, academic health care, or a similar complex service environment.
• IT service desk or technical support center experience.
• Experience supporting bring‑your‑own‑device (BYOD) users and environments.
• Experience supporting telecommunications and voicemail systems.
• Experience using IT service management or incident tracking systems.
• Experience with unified endpoint management tools.

Skills

• Communication
• Interpersonal skills
• Problem solving
• Technical aptitude
• Customer service
• Time management
• Multitasking

Required Documents

• Resume/CV
• Cover Letter

Comprehensive Benefits Package

• Coverage begins on day one for health, dental, and vision insurance and includes health expense accounts with generous employer contributions if the employee participates in a qualifying health plan.
• Employer‑paid life insurance, long‑term disability insurance, and various additional voluntary insurance plans are available.
• Paid time off, including vacation and sick, begins accruing upon hire, plus ten paid holidays.
• One paid discretionary day is available after six months of employment, and paid time off for bereavement, jury duty, military service, and parental leave is available after 12 months of employment.
• A retirement program with a generous employer contribution and additional voluntary retirement programs (457 or 403b) are available.

Employee Type: Regular

Time Type: Full time

Rate Type: Hourly

Compensation Statement: The pay range listed for this position is determined by our compensation program using market data and salary benchmarking. A combination of factors is considered in making compensation decisions including, but not limited to, education, experience and training, qualifications relative to the requirements of the position, and funding. At the University of Kansas Medical Center, a reasonable estimate for the starting pay range will be the minimum to midpoint of the posted range, taking into account the combination of factors listed above.

Pay Range: $29.23 - $43.85

• Minimum $29.23
• Midpoint $36.54
• Maximum $43.85

The mission of the University of Kansas Medical Center is to improve lives and communities in Kansas and beyond through innovation in education, research, and health care.

The University of Kansas Medical Center is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ethnicity, ancestry, age, protected veteran or disability status, marital status, parental status, or genetic information.

Under Kansas state law, certain KUMC positions are subject to disability preference. For positions subject to this requirement, KUMC will offer an interview to a person who has applied for an open position who is qualified, with or without reasonable accommodation, to meet the performance standards of the position and who has presented acceptable proof of disability. If the position you apply for is subject to the disability preference requirement, you will be asked to provide information in support of your request for disability preference when you complete the application for employment.