Part-Time IT Help Desk Analyst — Higher Ed Support

Solutions Management Group; Ankeny (IA); On-site; USD 22,000 - 33,000; Part time

Benefits offered by this job

Section 125 Flexible Spending Account

401(k) retirement plan with company (3

Holiday Pay

Paid volunteer time

Employee Assistance Program (EAP)

Job summary

Solutions Management Group is seeking a part-time Service Desk Analyst to provide first-level technical support to staff and faculty at the designated Community College. You will handle phone and email inquiries, log incidents, and work toward prompt resolutions while maintaining high customer service standards.

Ideal candidates will have 2+ years of customer service experience, an associate degree or certificate in computer science or related field, and strong knowledge of Windows and Microsoft

Qualifications

• 2+ years of customer service experience
• Associate's degree or Certificate/Diploma in computer science or related field
• Strong knowledge of Windows and Microsoft Office

Responsibilities

• Provides first-level technical support via phone and email
• Logs incidents and service requests in the ticketing system
• Maintains First Call Resolution within SLA and escalates when needed
• Coordinates with Customer Support Technicians and Technology Services
• Promotes self-service and guides users to resolve common issues

Skills

Customer service

Windows OS

Microsoft Office

Education

Associate's degree or Cert/Diploma in CS

Tools

Active Directory

Job description

Solutions Management Group is seeking a part-time Service Desk Analyst to provide first-level technical support to staff and faculty at the designated Community College. You will handle phone and email inquiries, log incidents, and work toward prompt resolutions while maintaining high customer service standards.

Ideal candidates will have 2+ years of customer service experience, an associate degree or certificate in computer science or related field, and strong knowledge of Windows and Microsoft