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Title: Service Desk Analyst

Division: Finance and Administration

Department: Information Technology

FLSA Status: Non-Exempt

Salary Range: Grade 10: $20.57/hour

EEO Job Group: 3 E3

Position Summary

The University of Southern Indiana is accepting applications for Service Desk Analyst.

The University of Southern Indiana is accepting applications for IT Service Desk Analyst.
We are seeking a highly motivated IT Service Desk Analyst responsible for providing technical support of complex hardware/software incidents and service requests for the university. The ideal candidate will be responsible for troubleshooting hardware, software, and network issues while ensuring a high level of customer satisfaction. This role requires strong communication skills, technical knowledge, and a passion for problem-solving. The IT Service Desk Analyst will work closely with a team of peer IT Support Technicians, student workers, and Service Desk Management, sharing analyses and information regarding troubleshooting and repairing of computers and peripherals. They will partner with other IT teams such as Infrastructure, Academic Labs, and Enterprise Solutions staff to improve processes and resolve issues across the entire campus.
The Service Desk Analyst works with students, faculty, and staff to define and document incident scope, research and troubleshoot issues to achieve first call resolution or escalate incidents when appropriate.

Duties/Responsibilities 

• Troubleshoot and resolve hardware, software, and network-related problems for end-users in-person or via phone, email, or ticketing systems.
  
  
• Strive for first-call resolution; if beyond the capabilities of the service desk, escalate the help desk ticket to the appropriate Tier 2 or Tier 3 work center for resolution.
  
  
• Provide support for operating systems, business applications, printers, and other IT equipment.
  
  
• Ensure proper day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems.
  
  
• Utilize TeamDynamix for issue and request tracking, ensuring all user requests for assistance are documented with an appropriate ticket, and all tickets requiring follow-up work and/or calls receive appropriate attention within designated SLAs.
  
  
• Assist with user account management, including password resets, access provisioning, and deactivation. Interact with asset management, network services, software systems engineering, applications development and printer maintenance services to identify, correct and restore technical problems.
  
  
• Conduct basic training for end-users on system functionality, best practices, and IT security protocols.
  
  
• Collaborate with IT teams to improve overall IT service delivery and contribute to system documentation.
  
  
• Utilize reporting and analytics tools from ticketing software to proactively monitor and react to data trends, identifying potential issues before they become critical.
  
  
• Analyze data to uncover patterns and insights that can be used to predict and prevent future issues.
  
  
• Record and document identified issues to build a repository of data that can be leveraged for future training and predictive analytics.
  
  
• Collaborate with cross-functional teams to implement data-driven solutions that mitigate risks and improve operational efficiency.
  
  
• Continuously refine and optimize reporting systems to enhance the organization’s ability to anticipate and respond to emerging challenges.
  
  
• Other duties as assigned

Required Knowledge and Skills

• Associate degree or progress toward a bachelor’s degree in computer science or a related area with two years of relevant experience required. Alternatively, a combination of equivalent professional experience and relevant certifications (e.g., CompTIA A+, ITIL) may be considered in lieu of formal education.
  
  
• Proven experience in an IT service desk or technical support role.
  
  
• Strong knowledge of Windows and Mac operating systems.
  
  
• Proficiency with Microsoft Office 365 and common business applications.
  
  
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
  
  
• Familiarity with Active Directory for user and access management.
  
  
• Experience with ticketing systems such as ServiceNow, Zendesk, or TeamDynamix.
  
  
• Strong analytical and problem-solving skills with a customer-focused attitude.
  
  
• Excellent communication skills, both written and verbal.
  
  
• Ability to multitask and prioritize in a fast-paced environment.
  
  
• Basic knowledge of IT security protocols and best practices.

Preferred Knowledge and Skills

• Certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP).
  
  
• Experience with remote desktop support tools (e.g., TeamViewer, Bomgar).
  
  
• Familiarity with cloud technologies such as Azure or AWS.
  
  
• Experience with mobile device management (MDM) solutions.
  
  
• Knowledge of scripting or automation tools (e.g., PowerShell, Bash).
  
  
• Experience supporting VOIP systems and collaboration tools like Microsoft Teams or Zoom.
  
  
• Experience in repair, support and maintenance of microcomputers, workstation setup and refinement, printers, and network print sharing, with working level knowledge of Local Area Networks
  
  
• Ability to effectively train and lead student desktop technicians in the trouble shooting and repair of computers and peripheral equipment.
  
  
• Effective written and oral communication skills required to receive and respond to inquiries, strong interpersonal communication skills, refined listening ability. Discretion, tact, and judgment are required in dealing with a range of situations which may involve complex, sensitive, and confidential issues.
  
  
• Excellent problem-solving skills coupled with the ability to negotiate manufacturer’s support web sites, as well as technical publications to derive support solutions for clients.

Regular Work Hours/Travel Requirements

About USI           

The University of Southern Indiana is a public higher education institution located on a beautiful 1,400-acre campus in Evansville, IN. We offer employees exceptional benefits! Benefits for this position include:

• Affordable medical, dental, vision, life and short term and long-term disability insurance plans.
• Retirement plan where the University makes the total contribution equivalent to 7% of annual salary.
• Full tuition fee waiver for employees/75% for spouses and dependent children.
• Accrue up to 10 paid vacation days per fiscal year – accrual increases after 4, 7, and 11 years of service

For more information about the benefits that USI offers, please visit www.usi.edu/hr/benefits.

• Resume

Pre-Employment Screening

A background check will be required for employment in this position.

Authorization to Work in the United States

USI typically will not sponsor an employment-related visa for this position.

Interview Accommodations

Persons with disabilities requiring accommodations in the application and interview process please contact the manager of Employment at mcweinzapf@usi.edu or (812) 464-1840. Contacting the manager of Employment is intended for use in seeking disability-related accommodations only. For general applicant inquiries, contact Human Resources at HumanRes@usi.edu or (812) 464-1815.

EEO Statement

The University of Southern Indiana is an EEO/AA employer. All individuals including minorities, women, individuals with disabilities and veterans are encouraged to apply.