Service Desk Analyst

Job Summary

Providing remote support, the full-time Service Desk Analyst will respond to inquiries, troubleshoot issues, and assist in problem resolution while serving as the primary contact for clients interacting with AITS.

Key responsibilities

• Deliver direct customer support via phone and email, efficiently troubleshooting and resolving issues
• Monitor system performance and activity, taking corrective actions as necessary and communicating urgent incidents
• Document all requests and solutions in the ticketing system and maintain the KnowledgeBase for internal and customer use

Required qualifications

• High school diploma or equivalent
• Two years of relevant experience in IT-related functions such as hardware/software support or network engineering
• Completion of college coursework in Information Technology or a related field may substitute for experience
• Familiarity with batch scheduling concepts and experience with service management software is preferred
• Knowledge of SQL and shell scripting is advantageous