Department:
- Customer Support Administration
- *
- Service Desk
Job Family Group:
Professional Staff
Job Description Summary:
The IT Service Desk Analyst serves as the primary point of contact for technical support at the University of Kansas Medical Center within KUMC IT Services. The analyst responds to technology-related questions, issues, and service requests and assists customers with restoring access to technology services.
The IT Service Desk Analyst provides technical support through phone, email, chat, and in-person interactions. The analyst records and documents reported issues and service requests, troubleshoots issues, and escalates them to the appropriate support teams when needed. The analyst also communicates with customers regarding issue status and resolution.
The IT Service Desk Analyst reports to the Customer Experience Manager.
Job Description:
Job Duties
- Address technical support issues independently and in collaboration with team members.
Work Environment
- This position is 100% onsite.
- This position includes after-hours on-call support rotations; one-week assignments occurring at least every ten weeks or more frequently depending on staff availability.
- The position involves moving equipment weighing up to 50 pounds across campus and placing equipment at heights of up to 6 feet, with or without reasonable accommodation.
Education: High School diploma or equivalent.
Work Experience: Six months of customer service experience, preferably in a call center environment.
Preferred Qualifications
Education: Post-secondary education in computer science, information systems, or related technical field.
Work Experience:
- Experience in a customer-facing information technology role.
- Experience troubleshooting desktop hardware, software and operating systems.
- Experience troubleshooting computers, printers, scanners, MFDs, and other peripherals both on-site and remotely.
- Experience working in higher education, academic health care, or a similar complex service environment.
- IT service desk or technical support center experience.
- Experience supporting bring-your-own-device (BYOD) users and environments.
- Experience supporting telecommunications and voicemail systems.
- Experience using IT service management or incident tracking systems.
- Experience with unified endpoint management tools.
- Communication
- Interpersonal skills
- Problem solving
- Technical aptitude
- Customer service
- Time management
- Multitasking
- Resume/CV
- Cover Letter
Coverage begins on day one for health, dental, and vision insurance and includes health expense accounts with generous employer contributions if the employee participates in a qualifying health plan. Employer-paid life insurance, long-term disability insurance, and various additional voluntary insurance plans are available. Paid time off, including vacation and sick, begins accruing upon hire, plus ten paid holidays. One paid discretionary day is available after six months of employment, and paid time off for bereavement, jury duty, military service, and parental leave is available after 12 months of employment. A retirement program with a generous employer contribution and additional voluntary retirement programs (457 or 403b) are available. https://www.kumc.edu/human-resources/benefits.html
Employee Type:
Regular
Time Type:
Full time
Rate Type:
Hourly
Compensation Statement:
The pay range listed for this position is determined by our compensation program using market data and salary benchmarking. A combination of factors is considered in making compensation decisions including, but not limited to, education, experience and training, qualifications relative to the requirements of the position, and funding. At the University of Kansas Medical Center, a reasonable estimate for the starting pay range will be the minimum to midpoint of the posted range, taking into account the combination of factors listed above.
Pay Range: $29.23 - $43.85
Minimum
$29.23
Midpoint
$36.54
Maximum
$43.85
Application Instructions:
To learn more and apply online, please visit https://kumc.wd5.myworkdayjobs.com/en-US/kumc-jobs/job/Kansas-City-Metro-Area/IT-Service-Desk-Analyst_JR010621 or go to https://careers.kumc.edu/ and search for position number JR010621.
Applications must be submitted directly through the KU Medical Center website to be considered for this position. Any applications submitted via email or this website will NOT be reviewed or considered.
About KU Medical Center:
The University of Kansas Medical Center's mission is to educate exceptional health care professionals through a full range of undergraduate, graduate, professional, postdoctoral and continuing education programs in the schools of Medicine, Nursing and Health Professions. KU Medical Center also advances the health sciences through world-class research programs; provides compassionate and state-of-the-art patient care in an academic medical center environment; and works with communities in every Kansas county to improve the health of Kansans. Learn more at www.kumc.edu.
Benefits:
KUMC offers a range of great benefits that support employees and eligible family members. Our health insurance benefits begin on hire date and KUMC offers other exciting benefits such as paid parental leave, generous employer retirement contributions and other resources to improve health and well-being. For more information, please visit https://www.kumc.edu/human-resources/benefits.html
Equal Employment Opportunity Statement
The University of Kansas Medical Center is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ethnicity, ancestry, age, protected veteran or disability status, marital status, parental status, or genetic information. http://policy.ku.edu/IOA/nondiscrimination">http://policy.ku.edu/IOA/nondiscrimination
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