Help Desk Analyst I

Wayne State University is seeking a full-time, on-site Help Desk Analyst I in Detroit, MI. This entry-level role provides first-line IT support to customers, monitors events, triages incidents, and helps resolve issues. The position offers a salary range of $48,297 to $57,956 per year.

Department information: H25 - Computing & Info Technology, Primary Department H2560.

Responsibilities

• Monitor events, reported incidents, and service requests related to IT systems, infrastructure, and services.
• Serve as the liaison between customers and C&IT departments ensuring requests for service and reported incidents are appropriately captured, resolved, and triaged, including follow-up notification to the customer.
• Provide resolution to issues as appropriate for support personnel and develop technical documentation and knowledge base information that enhances support or customer self-help resolution capabilities for recurring situations.
• Keep abreast of emerging technologies in computing systems and changes to the WSU enterprise systems, services, infrastructure, and processes.
• Recognize, identify, isolate, resolve, and document problems with information system products and services.
• Diagnose, troubleshoot, configure and repair customer desktop/tablet/mobile device issues.
• Perform day-to-day operational responsibilities of the Help Desk as appropriate (answer phones and emails, walk-in assistance, develop/distribute reports, monitor activities, respond to alarms and events, mount and rotate tapes, operate devices such as printers, etc.).
• Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and customer service standards.
• Participate in Help Desk outreach activities.

Requirements

• Knowledge of current desktop/tablet/mobile device and software operating systems
• Knowledge of standard smartphone and tablet setup and configuration
• Proficiency in computer troubleshooting and repair, including diagnostics and re-imaging
• Proficiency in use of common desktop software and ITSM applications typically acquired through formal education or equivalent direct experience, including support of Enterprise (or hosted) Systems
• Knowledge of ITIL Foundations best practices
• Knowledge of common browsers (Internet Explorer, Chrome, Firefox, and Safari)
• Knowledge of specific operating systems, networks, system platforms, programming languages
• Knowledge with data communication software and a variety of data communication protocols (configuring and troubleshooting wired and wireless settings)
• Demonstrated ability to work effectively with customers, vendors, and other technical staff
• Effective oral and written communication skills
• Ability to handle difficult situations diplomatically and solve complex problems efficiently and effectively

Technologies

• ITSM system
• ITIL Foundations
• Internet Explorer
• Chrome
• Firefox
• Safari

Position details

• Employment type: Regular Employee
• Job type: Full Time
• Job category: Staff/Administrative
• Compensation type: Annual Salary
• Salary range: $48,297 - $57,956
• Openings: 1

Working conditions

This position is subject to the provisions of a collective bargaining agreement and may be filled by a qualified bargaining unit member if applicable.

Background checks

University policy requires certain applicants to undergo a background check, including a criminal history check, before starting employment. If offered a role, you will be informed whether a background check is required.