IT Service Desk Analyst I

Northbridge University; San Juan (PR); Hybrid; USD 40.000 - 48.000; Vollzeit

Zusammenfassung

Northbridge University in San Juan, Puerto Rico, seeks an IT Service Desk Analyst I to provide broad technical support for students, faculty, and staff. You will handle provisioning, upgrades, cybersecurity help, and troubleshooting as a Tier 1 resource, while answering phones, triaging tickets, and visiting users as needed.

The role emphasizes first‑line defense for computing problems and requires strong analytical and communication skills, plus ability to work with diverse campus stakeholders

Qualifikationen

• Associate degree in IT, CS or related field.
• 1 year of desktop support, network maintenance experience.
• Ability to read/write/speak English and Spanish.
• Strong analytical and problem‑solving skills.
• Excellent verbal and written communication.

Aufgaben

• Answer support phones and monitor ticketing system, triaging and solving problems.
• Extract a prioritized ticket and take action to resolve client issues.
• Provide technical guidance and training to system users.
• Build and maintain positive relationships with campus community.
• Perform IT production support for assigned areas per documented processes.
• Provide desk-side support and remote hands as required by engineers.
• Coordinate computer support with multiple user departments and vendors.
• Log customer interactions with detailed ticket documentation.
• Manage vendors for technology services delivery.

Kenntnisse

Analytical thinking and problem‑solv

Verbal and written communication

Bilingual English/Spanish

Customer service oriented

Team collaboration

Ticketing system experience

Ausbildung

Associate degree in IT or related field

Tools

Ticketing system

Jobbeschreibung

IT Service Desk Analyst I

San Juan, PR, US

Summary:

Northbridge University operates a Service Desk using Support Teams comprised of Support Analysts and Specialists. Each team contains IT technicians who may be asked to answer phone inquiries one day, triage Help Desk tickets the next day, and go visit a user the third day.

The IT Service Desk Analyst I provides a broad range of general and advanced technical support services to students, faculty, and administrative staff across the University. IT Service Desk Analysts, I provide primary support for the entire company, supporting Students, Staff, and Faculty. They provide basic administration (e.g., provisioning) of systems, assist with upgrades and integrations, help with cybersecurity issues, and provide troubleshooting support. The IT Service Desk Analyst I is a Tier 1 support resource.

IT Service Desk Analyst I is the eyes and ears of IT, and the first line of defense for users’ computing problems.

Essential duties and responsibilities:

• Answer support phones and monitor the ticketing system, triaging and solving problems
• Extract a prioritized ticket and take appropriate action to resolve client issues.
• Provide technical guidance, advice, and training to system users
• Build and maintain positive, constructive partnering relationships with the campus community
• Perform IT production support for assigned area(s) according to documented processes.
• Perform desk-side support for end-users and provide local “remote hands” when required by engineers
• Interact with students, faculty, and administrative staff, supporting all aspects of infrastructure and classroom and meeting room technology in their environment
• Coordinate computer support activities with multiple user departments and internal teams, as well as third-party vendors
• Manage and coordinate vendors (we applicable) for the successful delivery of technology services in support of business needs
• Log all customer interactions, filling out detailed information in tickets and documenting resolutions
• Associate degree in Information Technology, Computer Science, or related field
• Must be able to read, write, and speak English and Spanish
• Minimum of 1 year of experience and/or training that includes desktop support, network maintenance, and design
• Excellent analytical and problem-solving skills
• Strong verbal and written communication skills

Equality Employment Opportunity /affirmative Action for minorities/Females/People with Disabilities/Veterans