IT Service Desk Analyst: Frontline Support & Problem Solver

Laseagrant; Urbana, Northern (IL, KY); Hybrid; USD 50,000 - 60,000; Full time

Job summary

Administrative Information Technology Services (AITS) in Champaign-Urbana seeks a Service Desk Analyst to be the first point of contact for customers seeking help with computer systems and usage. You will diagnose issues, reference the knowledge base, and coordinate with IT teams to resolve problems and improve service quality.

Responsibilities include front-line support, system and batch monitoring, incident documentation, knowledge management, and contributing to process improvements.

Qualifications

• High school diploma or equivalent.
• 2 years IT-related work experience or equivalent.
• Additional education or training may be required based on role.

Responsibilities

• Provide direct customer support via phone, email, and other channels.
• Troubleshoot issues and reference KnowledgeBase to identify root causes.
• Monitor system and batch processing and coordinate with IT teams.
• Document incidents and solutions in a clear knowledge base.
• Maintain knowledge articles and repository content.
• Participate in service/process improvement initiatives and projects.
• Communicate status and updates to customers during incidents.

Skills

Customer service

Communication

Writing

Teamwork

Flexibility

Problem solving

Education

High school diploma

IT coursework

Bachelor's degree

Tools

Batch scheduling

Service management

HTML/CSS/JS

SQL

Shell scripting

ITIL

Job description

Administrative Information Technology Services (AITS) in Champaign-Urbana seeks a Service Desk Analyst to be the first point of contact for customers seeking help with computer systems and usage. You will diagnose issues, reference the knowledge base, and coordinate with IT teams to resolve problems and improve service quality.

Responsibilities include front-line support, system and batch monitoring, incident documentation, knowledge management, and contributing to process improvements.