Support Services Analyst

The University of South Dakota Knudson School of Law; Vermillion (SD); On-site; USD 45,000 - 60,000; Full time

Job summary

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. The candidate will be a member of the Service Desk team located at the USD Vermillion SD campus.

Responsibilities include customer support and services via phone, remote, and onsite support, reporting to the Service Desk/Knowledge Manager and collaborating with other ITS personnel

Qualifications

• 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.

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 and program and troubleshoot event reader issues.
• Assist with Point-of-Sale Coyote Cash devices for on‑campus and outside vendors.

Skills

Communication

Customer Service

Technical Communication

Windows/macOS

Education

College degree

Tools

KCS process

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. The candidate will be a member of the Service Desk team located at the USD Vermillion SD campus. Responsibilities include customer support and services via phone, remote, and onsite support, reporting to the Service Desk/Knowledge Manager and collaborating with other ITS personnel to follow best practices, established processes, 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 and 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.
• College degree.

Equal Employment Opportunity Statement

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.