Service Desk Analyst – Higher Ed IT Support

Solutions Management Group; Cedar Rapids (IA); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan and match

Paid Time Off

Job summary

Solutions Management Group seeks a Service Desk Analyst to deliver first-line phone and email support to Kirkwood Community College staff in Cedar Rapids, IA. You will diagnose issues, log tickets, and guide users through effective solutions while maintaining confidentiality and SLA compliance.

Applicants should have 2+ years in customer service, an associate degree or related certificate, and comfort with Windows 7/10 and Office 2016.

Qualifications

• 2+ years of customer service experience in a call center or similar environment.
• Associates degree or certificate in computer science or related field.
• Solid knowledge of Microsoft Windows operating systems and Office 2016.

Responsibilities

• Provide phone and email based, first level technical support to Kirkwood Community College staff.
• Log incidents and service requests in the ticketing system and track progress.
• Troubleshoot and resolve issues, escalating as needed to maintain SLA.
• Maintain confidentiality of students, faculty and staff information.
• Coordinate scheduling and communication with the Tech Services team.

Skills

Customer service

Call center experience

Windows OS

Office 2016

Communication skills

Education

Associates Degree or Certificate/Diploma in computer science

Tools

Active Directory

Microsoft Outlook

Ticketing system

Job description

Solutions Management Group seeks a Service Desk Analyst to deliver first-line phone and email support to Kirkwood Community College staff in Cedar Rapids, IA. You will diagnose issues, log tickets, and guide users through effective solutions while maintaining confidentiality and SLA compliance.

Applicants should have 2+ years in customer service, an associate degree or related certificate, and comfort with Windows 7/10 and Office 2016.