Service Desk Analyst

University of Colorado System; Denver (CO); Hybrid; USD 52,000 - 60,000; Full time

Benefits offered by this job

No-cost medical and dental

401(a) retirement plan

Paid holidays

Tuition benefit

Parental leave (6 weeks)

Free RTD EcoPass and parking

Job summary

The University of Colorado System Office of Advancement is hiring a Service Desk Analyst to provide first-line IT support for Central Advancement COE teams. The role emphasizes incident management, ticket prioritization, and collaboration to resolve Tier 1 issues within SLAs.

This hybrid position offers flexible work arrangements with occasional in-office weeks at 1800 Grant Street, Denver, CO, and opportunities for professional growth within CU System Administration.

Qualifications

• Bachelor's Degree or equivalent experience required.
• At least 1 year in customer service or help desk role.
• Experience with ticketing systems and knowledge base tools.

Responsibilities

• Provide first-level IT support for Central Advancement COE teams.
• Log, track, and manage support tickets and inquiries.
• Prioritize tickets based on impact and SLAs.
• Collaborate with teams to resolve Tier 1 issues.
• Maintain documentation and knowledge base updates.

Skills

Customer service

Help desk

Communication skills

Problem-solving

Education

Bachelor's Degree or equivalent experience

Tools

Salesforce

Ticketing systems

Knowledge base tools

Job description

Join Our Team and Make a Difference in HigherEducation!

At the System Administration office at the University of Colorado, we are dedicated to building a workplace where everyone feels valued, supported, and empowered to thrive. Our office is committed to fostering a culture where employees find community, a sense of belonging, and the opportunity to contribute meaningfully to our mission and purpose.

By joining our team, you'll have a direct impact on shaping the future of higher education. In addition to the Office of the Board of Regents, the University of Colorado's system administration includes 19 units that provide essential services to CU's campuses in Aurora, Boulder, Colorado Springs, and Denver, as well as the Office of the President. While not a part of any one campus, we are proud to serve in the centralized office for the University system. Together, we ensure CU continues to deliver outstanding education, groundbreaking research, and valuable service to our communities.

We believe in creating an environment where the unique experiences and perspectives of everyone are embraced, enriching the work we do and the strategic outcomes we pursue. If you're passionate about making a difference, contributing to a dynamic team, and supporting a mission that matters, we encourage you to apply and be part of our journey.

Position Summary:

The CU System Office of Advancement provides strategy, expertise, and service to our partners across CU's campuses and the University of Colorado Foundation, supporting the university's fundraising and engagement goals through advancement operations spanning constituent data, business intelligence, technical architecture, gift administration, marketing, IT, and more. The Service Desk Analyst is the main point of contact for Central Advancement COE teams, providing prompt and professional support for inquiries, technical issues, and assistance requests. They handle and resolve Tier 0 and Tier 1 support issues while maintaining accurate documentation. The role involves analyzing and prioritizing support tickets, assigning them to the appropriate teams, and ensuring timely resolution in line with service level agreements (SLAs). Effective communication and collaboration with COE teams, internal and external users and teams contribute to process improvement and knowledge base enrichment. This position reports to the Service Deliver Program Manager and is exempt from the State of Colorado Classified Staff System.

Where You Will Work:

Applicants must be Colorado residents or able to relocate to Colorado within a month of starting employment with University of Colorado System Administration.

The CU System Office of Advancement follows a “flexibility first” approach to work, which guides how we manage and utilize in-person time. This hybrid position primarily operates remotely, with occasional in-office requirements as directed by your supervisor and up to four callback weeks per year, during which all team members are expected to be onsite. Two of these callback weeks are required and typically occur in the spring and fall. Any additional callback weeks or in-office time will be determined by your supervisor. During callback weeks, this role is expected to work onsite at the CU System Office located at 1800 Grant Street, Denver, Colorado.

Please note, leadership may adjust in-office work requirements with a minimum of three months' notice before any change can be implemented.

Equal Opportunity Statement:

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

Duties and Responsibilities:

• Provide first-level support: Serve as the initial point of contact for Central Advancement COE teams, providing prompt and professional assistance with inquiries, technical issues, and requests for support.
• Incident Management: Receive, log, and track support requests through various channels (e.g., ticketing system, email, videocall, and phone), ensuring accurate documentation of all relevant information.
• Ticket Prioritization and Allocation: Analyze and prioritize incoming support tickets based on criticality, impact, and service level agreements (SLAs). Assign tickets to appropriate resources within the team for resolution.
• Queue Management: Monitor and manage the support ticket queues, ensuring tickets are assigned and resolved within defined SLAs. Escalate unresolved issues to Tier 2/3 support teams as necessary.
• Issue Triage & Resolution: Use knowledge base resources and collaborate with subject matter experts to troubleshoot and resolve Tier 1 support issues efficiently and effectively.
• Communication and Collaboration: Maintain regular communication with users, providing status updates and ensuring clear and concise information is shared. Regularly meet and collaborate with internal teams to improve support processes, knowledge base resources and changing team requirements.
• Documentation: Maintain accurate records of support activities, including ticket details, troubleshooting steps, and resolution outcomes. Contribute to the knowledge base by creating new documentation of common issues and their resolutions and updating currently existing documentation as needed.
• Policies and procedures: Follow established IT policies, procedures, and service level agreements to ensure consistent and high-quality support delivery. Maintain confidentiality and security of user information.
• Continuous learning and professional development: Stay updated on emerging technologies, industry trends, and standard processes in IT support. Actively participate in training sessions and seek opportunities for professional growth and certifications.

What We Offer:

Salary:

The anticipated hiring rate has been established at $55,862.50.

Benefits:

• No-cost or low-cost medical & dental plan options, some inclusive of IVF assistance.
• Disability, Life, Vision Insurance options.
• Multiple retirement planning options including a mandatory401(a) plan where CU contributes 10% of your gross pay, a 401k or403b plan and a 457 deferred compensation plan.
• Pre-tax savings plans, such as Health care and Dependent care flexible spending accounts.
• Embrace a healthy work-life balance with ample sick and vacation leave, along with at least 12 paid holidays. This includes a dedicated week off for winter break.
• 6 weeks of parental leave to adjust to the joys of parenthood.
• A tuition benefit program for you and/or your dependents.
• Free RTD EcoPass and free onsite parking at our 1800 Grant Street Office.
• Many additional perks & programs with the CU Advantage.

Additional taxable fringe benefits may be available.

For more information on benefits programs, please review our Comprehensive Benefits Guide.

Access our Total Compensation Calculator to see what your total rewards could be at CU. (This position is a University Staff position)

Qualifications:

Minimum Qualifications:

• Bachelor's Degree from an accredited institution of higher education or equivalent experience (experience may be substituted by professional experience on a year for year basis).
• One (1) year of experience in a customer service or help desk role, preferably IT-related.
• Experience working with ticketing systems and knowledge base tools.

Preferred Qualifications:

• Two (2) years' experience as listed above
• One (1) year of experience working in Salesforce

Knowledge, Skills, and Abilities:

• Proven experience in a Tier 1 support role, preferably supporting a diverse user base.
• Strong technical capability and familiarity with common software applications and tools.
• Superb interpersonal skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users.
• Strong problem-solving and analytical skills, with the ability to think logically and prioritize tasks.
• Ability to work collaboratively in a team-oriented environment and build positive relationships with internal partners.
• Exceptional organizational skills and attention to detail to effectively manage multiple priorities and meet goals.
• Customer service mentality and a commitment to delivering high-quality support.