Onsite IT Service Desk Analyst

University of Kansas Medical Center; Kansas City (KS); On-site; USD 40,000 - 61,000; Full time

Job summary

The University of Kansas Medical Center IT Services is seeking an IT Service Desk Analyst to be the primary contact for technical support and to assist customers in restoring access to technology services. The role involves handling inquiries via phone, email, chat, and in person, documenting issues, and escalating when needed.

The analyst will report to the Customer Experience Manager and contribute to knowledge base efforts while delivering excellent customer service and technical assistance.

Qualifications

• Six months of customer service experience, preferably in a call center.
• High school diploma or equivalent.
• Post-secondary education in computer science, information systems, or related technical field.
• Experience troubleshooting desktop hardware, software and operating systems.
• Experience troubleshooting peripherals such as printers and scanners.
• Experience supporting BYOD environments and IT devices.
• Experience in higher education, healthcare, or similar complex IT environment.

Responsibilities

• Address technical support issues independently and with the team.
• Triage requests via phone, email, chat, and in-person.
• Resolve customer concerns during initial contact when possible and route for timely resolution.
• Assist customers with BYOD and managed devices, applications, and IT infrastructure.
• Escalate issues and follow up to ensure customer satisfaction.
• Document activities in IT Service Management software and knowledge base.
• Provide support during rotations at the Walk-In Appointment Desk.
• Prepare, configure, image, test, and deploy new hardware; reimage and refurbish existing devices.
• Coordinate equipment repairs with vendors and track progress.
• Communicate customer needs to relevant teams and identify improvement opportunities.
• Track incidents through resolution and provide status updates.

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 or related field

Job description

The University of Kansas Medical Center IT Services is seeking an IT Service Desk Analyst to be the primary contact for technical support and to assist customers in restoring access to technology services. The role involves handling inquiries via phone, email, chat, and in person, documenting issues, and escalating when needed.

The analyst will report to the Customer Experience Manager and contribute to knowledge base efforts while delivering excellent customer service and technical assistance.