Wayne State University Help Desk Analyst I in Detroit, Michigan
Help Desk Analyst I
Number of Vacancies
25 - Computing & Info Technology
H2560-C&IT Quality, Communications and Compliance
Essential Functions (Job Duties)
Positions in the Help Desk Analyst classification are responsible for monitoring events and resolving incidents and problems with enterprise information systems, infrastructure, products, and services and end user device diagnostics and repair. This requires the incumbent to be fully knowledgeable with the tools and technologies used to provide optimal solutions in meeting customer needs. The focus of the work is to identify, and resolve or escalate technical issues in a timely and accurate manner. Incumbents provide direct support and communication to customers (faculty, students, staff, alumni, guests, and technical support personnel) to assure that requests for support are captured and resolved with appropriate follow-up customer communication and solution documentation developed.
-Monitor events, reported incidents, and service requests related to IT systems, infrastructure, and services.
-Serve as the liaison between customers and C&IT departments assuring 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, sales and technology assistance for walk-in customers, develop and/or distribute reports, monitor activities, respond to alarms and events, mount and rotate tapes, operate devices such as printers and folder/sealer, etc.).
-Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and achieve optimal customer service standards.
-Participate in Help Desk outreach activities.
-Execute and help maintain documented processes for commonly resolved issues.
-May be required to work a shift outside of standard business hours, the shift availability is 11:30am-8pm Monday - Friday.
-Knowledge of current desktop/tablet/mobile device and software operating systems;
-Knowledge of standard smartphone and tablet set-up 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 (i.e. Internet Explorer, Chrome, Firefox, and Safari);
-Knowledge and experience 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 ability to solve complex problems efficiently and effectively.
This is the proficiency level for incumbents with responsibility for providing routine tier-one support, triage and resolution via voice and data communications or walk-in services. Incumbents may have the responsibility for providing simple and unique technical troubleshooting and repair assistance for end users of supported technologies, services, (i.e. networking, OS, browsers, applications, and offered services) and devices. Incumbents will be required to document events, incidents, problems, requests, and resolutions. Issues that are not resolvable by tier-one personnel must be effectively escalated for resolution including ticketing processes via the Information Technology Service Management (ITSM) system following the general guidelines of Information Technology Infrastructure Library (ITIL) and WSU procedures. The incumbent will be responsible for performing routine operational duties and processes of the Help Desk as assigned.
Experience with the following Wayne State enterprise applications: Banner, Blackboard, BMC Footprints.
HDI Support Center Analyst Certification desirable.
Outstanding communication skills and enthusiasm.
Ability to handle multiple tasks and prioritize support requirements.
Ability to communicate clearly with technical and non-technical audiences, both verbally and written.
Ability to work independently, in a fast-paced environment and within a team.
Knowledge of PC Operating systems.
Knowledge of Microsoft Office Suite.
Familiar with basic network concepts.
Professional/Administration & Supervisory/Management
Duration of Posting
Fiscal Year of Job Open Date
Job Open Date
(When job is posted in the system)
Job Close Date
(or until suitable candidate is found)
Until Suitable Candidate is Found
Is this position reposted?
None (New Posting)
Background Check Requirements
University policy requires certain persons who are offered employment to undergo a background check, including a criminal history check, before starting to work. If you are offered employment, the University will inform you if a background check is required.
Instructions for submitting your application:
Represented Position Message
Salary (Hire Max)
Is Position Bump Ineligible?
(Non-Academic, Represented positions only. Select 'No' for Academic. Select N/A if Non-represented.)
**NOTE: If 'Yes' is selected, then this is a Bump Ineligible Position (BIP). The person who bids or hires into this 100% grant funded position has no bumping rights upon grant expiration or in a reduction of force.
Equal Opportunity/Affirmative Action Employer including Disabled/Vets