Support Services Analyst

South Dakota Board of Regents; Vermillion (SD); On-site; USD 45,000 - 65,000; Full time

Job summary

The University of South Dakota is seeking an energetic Support Services Analyst to join the Information Technology Services team at the USD Vermillion campus. You will provide customer support via phone, remote, and onsite, and collaborate with ITS to resolve issues and maintain service quality.

Responsibilities include handling tickets, assisting with campus IT projects, and supporting ID card and campus event technology needs.

Qualifications

• Excellent written and verbal communication skills.
• Excellent customer service with demonstrated results.
• Technical background and ability to explain technical concepts to non-technical users.
• Experience with Windows, Apple devices and Microsoft Office applications.

Responsibilities

• Provide user support for IT services to faculty, staff, and students on-site, remote, and via phone.
• Follow established service levels and document issues using KCS processes.
• Prioritize and resolve tickets; participate in service improvement activities.
• Assist with USD Coyote ID card processes and campus event technology support.
• Collaborate with ITS staff to install, troubleshoot, and upgrade hardware and software.

Skills

Excellent written and verbal comunicat

Excellent customer service

Technical background

Windows & Apple software experience

Tools

Windows

Apple devices

Microsoft Office

Job description

The University of South Dakota is seeking an energetic and motivated Support Services Analyst to join the Information Technology Services team, providing exceptional IT support services to faculty, staff, and students. Candidate will be a member of the Service Desk team and located at the USD Vermillion SD campus. Candidate is responsible for customer support and services via phone, remote, and onsite support. Candidate will report to the Service Desk/Knowledge Manager and collaborate with other ITS personnel to follow best practices and established processes to support service offerings, resolve customer issues, and provide excellent customer service.

Responsibilities

• Provide customer service for IT services including installation, assessment, troubleshooting, maintenance, and upgrades of equipment and software used by faculty, staff, and students
• Follow Knowledge Centered Service (KCS) process for documenting and resolving issues.
• Respond to requests according to established service level agreements
• Assist in project activities related to new services or service enhancements
• Communicate through email, phone and in person with faculty, staff, and students to understand requirements and set expectations
• Follow established processes and procedures while responding and resolving customer questions or issues
• Follow established processes for creating, updating, and resolving tickets
• Prioritize tasks to ensure the highest level of customer satisfaction
• Provide Coyote Card Office support for USD faculty, staff, and students
• Upload student, faculty, and staff information, take ID pictures and print USD Coyote ID cards
• Assist with reservations for activity readers for campus events. Program and troubleshoot event reader issues
• Assist with Point-of-Sale Coyote Cash devices for on campus and outside vendors

Required Skills

• Excellent written and verbal communication skills
• Excellent customer service with demonstrated results
• Technical background with ability to communicate with a non-technical audience
• Technical experience with Windows, Apple and Microsoft applications

Desired Skills

• Familiarity with IT process management especially Knowledge Based processes

USD is committed to fostering a dynamic and welcoming working and learning environment for all. USD provides equal employment opportunities to all employees and applicants for employment without regard to ideological, political, or sectarian opinions or perspectives; or race, color, creed, religion, sex, ancestry, disability, national origin or any other factor protected by applicable federal, state, or local laws. USD is committed to the principles of free expression and encourages the timely and rational discussion of topics in an environment that is intellectually and ideologically diverse.

Required Documents

• Resume
• Cover Letter
• Reference List

Optional Documents

• Other

Notice to all applicants: If you are selected as a finalist, job references and a background check may be conducted.

Contact Information

South Dakota Board of Regents
306 E. Capital Ave, Suite 200
Pierre, SD 57501
605-773-3455