Help Desk Solutions Analyst (HDSA)



Job Details

Help Desk Solutions Analyst (HDSA)
Employer

Colorado State University-Pueblo

Salary

$45,000.00 - $50,000.00 Annually

Location

CO 81001, CO

Job Type

Full Time - Regular

Job Number

FY18-00032

Department

Information Technology Services

Division

Academic Affairs

Opening Date

05/23/2018

Closing Date

Continuous

Position Summary

Information Technology (IT)
The IT unit exists to provide comprehensive information technology partnership, delivery and support in the form of personnel, desktop and mobile computing, multimedia equipment, hardware, network infrastructure, software, telephone and network cabling services to the University community.   This unit is the centralized computing services department for the University.
 
Solutions Center
The Solutions Center work unit exists to provide the initial point of contact for end users requesting technical assistance (i.e. telephone, email, and walk-in support) from all IT units including support of desktop and mobile computing, multimedia equipment, computer hardware, software, network access voice and data communication, access rights, quota restrictions, and other related technologies; and maintains the Help Desk call/request tracking system that is utilized as the work order system by the IT service departments.

The Help Desk Solutions Analyst (HDSA) is the first responder for all Information Technology (IT) requests, issues, and inquiry across campus. The HDSA provides fast and useful technical assistance for all technology support/customer service functions, and for collaborating, communicating, and working with other IT departments to support campus wide technology implementations, service requests and questions. The HDSA answers queries on computer programs, account issues, hardware issues, and a variety of other technical calls and offer advice to solve them.
 
The HDSA is an expert on the IT department resources and divisions and how to direct or escalate each issue brought to the Solutions Center to the appropriate resource. The IT department consists of IT Technicians, Multimedia Services, Instructional Technology, Web Development, Administrative Services, Networking/Infrastructure, and Telecommunications. The ability to triage calls in a ticketing system and follow through with communications to the end user is critical to success of the Solutions Center and IT as a whole.
 
An excellent HDSA must have good technical knowledge and be able to communicate effectively to understand the problem, explain the solution, and know when additional resources will be needed. They must be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve IT and the University's reputation.
  
Customer service is a vital part of the success of IT.  Solutions Center employees should portray a positive image of the Solutions Center and IT departments, as well as the University.  In addition, employee and team morale is also important to the success of Solutions Center as well as the success of IT. Employees should demonstrate a commitment to team goals and objectives; interact effectively in a positive way with team members and IT staff to maximize productivity, while maintaining smooth working relations.  Employees should value diversity in the work environment and demonstrate the same; contribute to maintaining the level of morale and motivation; and provide professional, prompt, friendly service to all customers.
 

Position Duties and Responsibilities

Primary Duties

  • Monitor/answer/respond to IT Solutions Center phones, emails, and walk-up customers with excellent customer service. Track all interactions in the ticketing system and ensure all issues, projects, and tasks are triaged appropriately. Communication with end users and throughout IT is critical for this duty.
  • Maintain the IT Knowledge Base (KB) and ensure formatting and categories are properly assigned.  Engage IT departments and personnel to identify gaps in KB and coordinate the development of KB content.
  • Document the IT Service Management processes of all Solutions Center operations and escalation work flows.
  • Participate in IT Service Governance committee(s) as appropriate.
  • Utilize surveys, track service metrics, design, prepare and present IT Service reports for review with IT department, governance committees and senior leadership.
Ancillary Duties
  • Perform other duties as assigned by the supervisor.

Qualifications

Minimum Qualifications

  • Graduation from an accredited college or university with an Associates Degree in Computer Science, Computer Information Systems or related field
  • One year's experience in a Help Desk position supporting technology implementations, which include building, installing, and implementing desktops (hardware and software) and printers in a network centric environment; with strong customer service and team skills
  • Valid Driver's License
  • Ability to lift sixty (60) pounds
Preferred Qualifications
  • Graduation from an accredited college or university with a Bachelor's Degree in Computer Science, Computer Information Systems or related field
  • Two year's experience or more managing a Help Desk, mentoring students, supporting technology implementations via phone, email, and remote desktop software
  • Demonstrated strong customer service and team skills
  • Previous experience supporting software in a Windows/Intel centric environment
  • Previous experience working in a position that required a high degree of customer service skills
  • Excellent written and oral communication skills
  • Experience writing documentation with easy to read directions that follow steps and processes
  • Ability to demonstrate initiative and be a self-starter / self-motivated worker
  • Demonstrated willingness to learn

Important Information

ABOUT THE UNIVERSITY

CSU-Pueblo is a regional, comprehensive university. The 275-acre campus, which overlooks the Front Range of south-central Colorado, is located in Pueblo, approximately 100 miles south of Denver in one of the more culturally dynamic regions of the country. Pueblo is proud of its ethnically and culturally diverse populations of over 100,000 people. The University is dedicated to having a multi-cultural campus and is designated as a Hispanic Serving Institution. The University enrolls more than 4,000 students in twenty-eight undergraduate programs with approximately 510 full-time faculty and staff. The University is committed to diversity, and has made educational equity for students one of its highest priorities. With the endorsement of campus, community, system and government constituencies, the University has enthusiastically embarked on a strategic plan to enhance admissions standards, increase program offerings, and improve academic services, including the teaching/ learning process. The Pueblo community offers a major arts center, several golf courses, Lake Pueblo - a large reservoir for sailing and boating - and a 20.5 mile long nature trail for hikers and cyclists. The city is within a short drive of the Sangre de Cristo Mountain Range, allowing for hiking, mountain climbing, fishing, camping, and skiing.

All interested candidates must apply through the on-line application system. No other format of application materials will be accepted. Applicants must attach a letter of intent (cover letter); a current resume or CV; an unofficial transcript; and three professional references with contact information to the on-line application. Applications submitted without the required information above will be considered incomplete and will not move forward in the selection process. Once submitted, applicants will not be able to make changes or add information to their application packet, with exception to their personal contact and demographic information.

Early submission of application materials is encouraged. Screening of application materials will begin immediately and continue until the position is filled, though all applications received by Friday, June 22, 2018 at 4 p.m. will be given full consideration.

Colorado State University - Pueblo is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final candidates being considered for employment. Background checks may include, but are not limited to, criminal history (felony and misdemeanor), national sex offender search, and/or motor vehicle history. Candidates who are extended an offer of employment must submit to and pass a background check prior to beginning employment. Some positions depending on the job duties may be required to complete a DMV and/or credit check.

The University reserves the right to check additional references, with prior notification given to the candidate.

Note: The successful candidate must provide official transcripts of academic work completed and, under U.S. Citizenship and Immigration Services regulations be able to submit evidence of the ability to accept work in the U.S. by the day employment begins.

It is the policy of Colorado State University-Pueblo to provide reasonable accommodations for employees and applicants with disabilities.  If you need accommodations, please contact the Human Resources at (719) 549-2441 or
hr@csupueblo.edu.

In compliance with the Clery Act 1990, the University's annual security report is available at: https://www.csupueblo.edu/campus-safety/index.html.

Colorado State University-Pueblo is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status. Additionally, the University complies with all other relevant, federal, state, and local laws regarding employment practices.

Colorado State University-Pueblo offers an outstanding comprehensive compensation and benefit package and a unique and friendly campus environment. Employees of the University enjoy a wide variety of educational, cultural, and recreational opportunities while enjoying a diverse, professional workplace. For more information about our employee benefits, please go to our web site at www.csupueblo.edu/HR/Benefits/Pages/default.aspx.

01
Do you currently possess a valid Driver's License?
  • Yes
  • No
02
This position requires the ability to lift sixty (60) pounds. Are you able to meet that requirement?
  • Yes
  • No

* Required Question

Employer
Colorado State University-Pueblo
Address
2200 Bonforte Blvd., ADM 306

Pueblo, Colorado, 81001
Phone
719 549-2441
719 549-2256

Apply

OnlineApplication

Warning! You are using Internet Explorer 8. Some features of the Online Application are not fully supported in this version. Please upgrade to a later version of Internet Explorer for optimal performance.

Loading ...