Service Desk Analyst

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Position Details

Information Technology and Security at The University of Tampa has an opening for a Service Desk Analyst. This position provides comprehensive technical support and customer service for University-supported applications, accounts, devices, peripherals, and technology platforms. This position responds to support requests in person, by phone, electronically, and through ticketing workflows; diagnoses and resolves hardware, software, account, access, and connectivity issues; documents resolutions; escalates urgent or specialized matters to the appropriate resource; and communicates clearly with customers throughout the support process. The position also supports endpoint configuration, device lifecycle activities, standards-based PC/Mac deployment, student employee guidance, service documentation, and operational improvements for the User Services team.

Responsibilities

Customer Support and Ticket Ownership

· Respond to requests for technical assistance in person, by phone, and electronically.

· Provide user support and customer service for University-supported applications, platforms, accounts, devices, and peripheral equipment.

· Log, manage, track, route, and document service requests, incidents, problems, and resolutions in the designated ticketing system.

· Advise users on appropriate next steps, maintain clear communication, and ensure customers are informed throughout the support process.

· Identify urgent issues, escalate appropriately, and inform management of recurring or high-impact problems.

Technical Troubleshooting and Endpoint Support

· Diagnose and resolve technical hardware, software, application, account, and equipment issues.

· Install, configure, upgrade, maintain, and troubleshoot end-user computers, applications, and peripherals.

· Configure PC and Mac computers to meet University security standards and policies.

· Connect computers to the campus network and perform first-level diagnostics for connection issues from the wall jack to the user endpoint.

· Repair or replace malfunctioning equipment when appropriate and coordinate escalation for issues requiring specialized resources.

Identity, Access, and Microsoft 365 Administration

· Create student employee accounts within approved role-based access boundaries.

· Reset Active Directory passwords; enable or disable accounts; move, delete, or manage objects in Active Directory as authorized.

· Use assigned Microsoft 365, Azure, Exchange, Intune, group-management, licensing, BitLocker, and LAPS access for support activities.

· Support shared mailbox access, shared mailbox conversion/reversion activities, distribution list or group membership changes, and Microsoft 365 license assignment or removal.

· Delete devices from Intune and view BitLocker or LAPS information as needed to resolve approved support requests.

Asset Lifecycle and Hardware Operations

· Maintain accurate hardware inventory records and assist with annual computer lease exchange or similar endpoint refresh initiatives.

· Coordinate data sanitation prior to disposal in accordance with University procedures and applicable technology standards.

Documentation, Training, and Continuous Improvement

· Research questions using available information resources and stay current with system information, changes, and updates.

· Assist with training and guidance for student Service Desk employees.

· Assist in developing and maintaining departmental and end-user computer procedures and documentation.

· Contribute to service desk procedure adherence, knowledge-sharing, and process improvement across User Services.

Miscellaneous

· Service Desk staff member may receive other duties as assigned.

Requirements

• High school diploma or equivalent required. Bachelor’s degree preferred

• Working knowledge of fundamental operations of relevant software, hardware and other equipment • knowledge and experience of customer service practices • Related experience and training in troubleshooting and providing service desk support • Some training experience preferred • Knowledge of or the ability to learn quickly The University of Tampa software programs such as Workday and Microsoft Office • Willingness to embrace new technologies and innovative organization practices

Competencies

· Excellent oral and written communication skills.

· Strong customer service focus and end-user orientation.

· Ability to explain technical concepts clearly to non-technical users.

· Problem analysis, troubleshooting methodology, and solution-oriented judgment.

· Attention to detail, planning and organizing, adaptability, and stress tolerance.

· Team interaction, collaboration with technical staff, and ability to develop joint solutions.

· Leadership and coaching ability when guiding student employees or supporting team documentation and procedures.

· Willingness to embrace new technologies and improved organizational practices.

Required Attachments

Please be sure to attach all required documents listed below in the attachment box at the bottom of the "My Experience" page of the application before continuing through the application. Though the attachment box is labeled as “CV/Resume”, more than one attachment may be uploaded.

1. Cover letter

2. Resume

The University of Tampa offers great benefits to include:

• FREE Tuition

• Generous paid leave

• Wellness initiatives

• 100% Employer-Funded Health Reimbursement Account

• 100% Employer-Paid Short & Long Term Disability Insurance

• 100% Employer-Funded Employee Assistance Program

• Discounted On-Campus Dining Meal Plans

• FREE On-Campus Parking

• FREE Access to Campus Amenities (pool, library, campus events and more)

• Fitness Center

• Pet Insurance

• Flexible Spending Accounts

• And more!

Work Schedule

- Regular schedule: 7:30AM – 4:00PM

- Summer schedule: 8:00AM – 5:30PM

Work schedule may rotate to cover Service Desk hours of operation and may include evenings and weekends.

Background Check Requirement

Finalists may be required to submit to a criminal background check. Some positions may also require a motor vehicle report and/or a credit report.

Submission Guidelines

To receive full consideration for employment with The University of Tampa, please be sure to submit/upload required documents for this position at time of application submission.  Required documents should be submitted in the attachment box at the bottom of the "My Experience" page of the application before continuing through the application.

Background Check Requirements

Finalists may be required to submit to a criminal background check. Some positions may also require a motor vehicle report and/or a credit report.

Additional Information

This description is intended to be generic in nature. It is not to determine specific duties and responsibilities for any particular position. Essential functions and overtime eligibility may vary based on the specific task assigned to the position.