Service Desk Analyst – Higher Ed IT Support

Solutions Management Group; Ankeny (IA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health, Dental and Vision insurance

STD/LTD Insurance

Section 125 Flex Spending Account

401(K) Retirement Plan

Vacation Pay

Paid Time Off

Holiday Pay

Employee Assistance Program

Job summary

Solutions Management Group in Ankeny, IA seeks a Service Desk Analyst to provide first-line technical support to staff at Des Moines Area Community College. You will diagnose and resolve issues via phone, remote and email, delivering friendly, timely service.

The role requires strong customer service, basic IT knowledge and the ability to work with Windows operating systems and common software. Join a team focused on reliability and user satisfaction.

Qualifications

• 2 years plus of previous customer service experience in a call center environment.
• Associates Degree or Certificate/Diploma in computer science or related field.
• Strong knowledge of Microsoft operating systems and software (Windows 7/10, Office 2016).

Responsibilities

• Provides excellent customer service to staff and students.
• Answers incoming phone calls promptly and pleasantly.
• Use troubleshooting skills to resolve First Call Resolution issues.
• Responds quickly and professionally to requests through the Service Desk.
• Maintains confidentiality for staff and student profiles.
• Establishes and maintains strong working relationships with colleagues and customers.

Skills

Customer Service

Communication

Troubleshooting

Phone Support

Education

Associates Degree

Certificate/Diploma in CS

Tools

Active Directory

ITIL

SharePoint

MacOS Support

Job description

Solutions Management Group in Ankeny, IA seeks a Service Desk Analyst to provide first-line technical support to staff at Des Moines Area Community College. You will diagnose and resolve issues via phone, remote and email, delivering friendly, timely service.

The role requires strong customer service, basic IT knowledge and the ability to work with Windows operating systems and common software. Join a team focused on reliability and user satisfaction.