Essential Functions: BASIC PURPOSEPositions 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.ESSENTIAL FUNCTIONS-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.
Qualifications: MINIMUM QUALIFICATIONS-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.
Internal Number: 76_207997
About Wayne State University
Founded in 1868, Wayne State University is a nationally recognized metropolitan research institution offering more than 400 academic programs through 13 schools and colleges to nearly 32,000 students. Wayne State?s main campus in Midtown Detroit comprises 100 buildings over nearly 200 acres; its five extension centers offer higher education to people throughout Southeast Michigan. Wayne State is dedicated to preparing students to excel by combining the academic excellence of a major research university with the practical experience of an institution that by its history, location and diversity represents a microcosm of the world we live in. Reflecting its location and the excellent international reputation of its graduate schools, particularly in the sciences, Wayne State boasts the most diverse student body among Michigan?s public universities. Its students represent 49 U.S. states and more than 60 countries.