Service Desk Analyst 4244BR ITS Enterprise Support Finance & Administration
Professional Area: Employment Category: Fulltime Staff Job Function:Wage Band: 116H
Department/College Description Information and Technology Services (ITS) is committed to serving the university's information technology needs. We provide development, maintenance, and support for centralized administrative applications, technology infrastructure, and client computing, as well as support and advice for a wide variety of other information technology needs.
Detailed Job Description The Rochester Institute of Technology seeks a customer-oriented and self-motivated professional to provide direct first-level IT support to RIT students, faculty, and staff. This person is expected to provide support, help and other assistance to many different incidents, service requests, and questions reported by end users into the ITS Service Desk. First contact resolution is expected whenever possible. This person is also expected to collect all relevant information in an efficient and high quality manner so work can be completed by other technical personnel in the ITS organization. Some supervisory responsibility over student staff may be expected.
Provide direct IT support to RIT end users via telephone, email, or in person at the ITS Service Desk window. Resolve and fulfill as many incidents and service requests as possible, and route incidents and service requests when appropriate. Thoroughly and accurately document technical issues and the resolution of problems within the BMC FootPrints ticketing system. Provide oversight of the ITS Service Desk work queue as requested, and ensure end-user problems are handled promptly and with a high degree of quality. Develop communications for service outages, software updates, new product / service announcements or for similar purposes. This includes emails, web postings and other forms of communication. Lead and assist with various ITS Service Desk improvement projects as needed. Write and/or update documentation as required, including web-based Frequently Asked Questions, knowledge base articles, internal documentation and other forms of documentation.
Required Minimum Qualifications
2 years experience in a direct first-level IT support role
Experience with troubleshooting a variety of IT related problems. Examples include account issues, desktop, laptop, and mobile client device issues, network connectivity issues, enterprise applications and other types of IT support incidents.
Experience in effectively handling difficult and high pressure support situations, in a fast-paced and dynamic environment, on the phone, via email, chat, and in person.
Experience in assisting end users with the use of new technologies, where detailed documentation may not be available or easy to find.
Experience with learning new technologies quickly.
Required Application Documents Cover Letter, Curriculum Vitae or Resume
How to Apply In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff. Click the link for search openings and in the keyword search field, enter the title of the position or the BR number. The direct link to this posting can be found here: https://sjobs.brassring.com/
Additional Details The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources.RIT does not discriminate. RIT promotes and values diversity, pluralism and inclusion in the work place. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities.RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, and you wish to discuss potential accommodations related to your application for employment at RIT, please contact the Human Resources office at 585-475-2424 or email your request to Careers@rit.edu.
Rochester Institute of Technology, the 10th largest private university in the U.S., is among the worlds leading technological universities. Its 18,000 undergraduate and graduate students from all 50 states and more than 100 countries are enrolled in over 200 academic programs, including 7 interdisciplinary Ph.D. programs. A pioneer in experiential education, RIT was the first to offer undergraduate degree programs in biotechnology, information technology, software engineering, and microelectronic engineering. As home to the National Technical Institute for the Deaf, the university offers unparalleled academic opportunities and services for the deaf and hard-of-hearing. Founded in 1829, RIT has 115,000 alumni throughout the United States and around the world. RIT has been named by the Chronicle of Higher Education as one of the Great Colleges to Work For. RIT is a National Science Foundation ADVANCE Institutional Transformation site, and is responsive to the needs of dual-career couples through the Upstate NY Higher Education Recruitment Consortium. For more information, visit www.rit.edu/overview/rankings-and-recognition and www.rit.edu.
As a member of the RIT community employees receive a well-balanced benefits package that offers a variety of choices and access to additional employment advantages. These benefits, combined with an employees pay, provide a total compensation package that can be tailored to meet your needs. More on RITs Benefits, Health & Wellness program can be found at: https://www.rit.edu/fa/humanresources/content/benefits-health-and-wellness
RIT does not discriminate. RIT is an equal opportunity employer that promotes and values diversity, pluralism, and inclusion. For more information or inquiries, please visit RIT/TitleIX or the U.S. Department of Education at ED.Gov
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THE UNIVERSITY AND ROCHESTER COMMUNITY:RIT is a national leader in professional and career-oriented education. Talented, ambitious, and creative students of all cultures and backgrounds from all 50 states and more than 100 countries have chosen to attend RIT. Founded in 1829, Rochester Institute of Technology is a privately endowed, coeducational university with nine colleges emphasizing career education and experiential learning. With approximately 15,000 undergraduates and 2,900 graduate students, RIT is one of the largest private universities in the nation. RIT offers a rich array of degree programs in engineering, science, business, and the arts, and is home to the National Technical Institute for the Deaf. RIT has been honored by The Chronicle of Higher Education as one of the “Great Colleges to Work For” for four years. RIT is responsive to the needs of dual-career couples by our membership in the Upstate NY HERC.Rochester, situated between Lake Ontario and the Finger Lakes region, is the 79th largest city in the United States and the third largest metropolitan area in New York State. The Greater Rochester region, which is home to over one million people, is rich in cultural ...and ethnic diversity, with a population comprised of approximately 16% African and Latin Americans and another 7% of international origin. It is also home to the largest deaf community per capita in the U.S. Rochester ranks 3rd among the best metropolitan regions for “raising a family" by Forbes Magazine; 6th among 379 metropolitan areas as “Best Places to Live in America” by Places Rated Almanac; 1st in Expansion Management Magazine’s ranking of metropolitan areas having the best “quality of life in the nation”; and is among Essence Magazine’s “Top 10 Cities for Black Families.”