IT Service Desk Analyst

Apply for this Position

Application Form     (* indicates required field)

Add LinkedIn Profile (optional) Login to enable automatically, or enter below: how?

Please attach the following files

Please upload either a word or PDF version of your cover letter for this position.
Please upload either a word or PDF version of your current resume.
Such as letters of recommendation, work examples, etc.

I certify that I have read this form in its entirety and that the information I have provided is true, accurate, and complete to the best of my knowledge. I understand that, should any statement I have made prove to be false, misleading, or erroneous, it may result in the rejection of my application or in my discharge if I am employed regardless of when the false, misleading or erroneous information is discovered.

I authorize the investigation of any or all statements contained in this application. I also authorize, whether listed or not, any person, school, current employer, past employers and organizations to provide relevant information and opinions that may be useful in making a hiring decision. I release such persons and organizations from any legal liability in making such statements.

I further understand that this application or subsequent employment does not create a contract of employment nor guarantee employment for any definite period of time. If employed, I understand that I have been hired at the will of the employer and my employment may be terminated at any time, with or without cause and with or without notice.

I give the Graduate School USA permission to check references and verify information provided in this employment application.

NOTE: This application will expire sixty days after today’s date. To be considered for a position after that time, you must submit a new application. We may check with employment, education, and other references.

The Graduate School USA does not discriminate on the basis of race, color, national origin, sex, age, or disability. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.

You must agree to the disclosure statement provided in order for us to accept your application.

To finalize your application, please confirm you are not a bot

Position Title: IT Service Desk Analyst

Department: Information Technology

Work Location: Washington, DC

Announce Date: February 10, 2017

Closing Date: Open Until Filled

SUMMARY

Graduate School USA is an independent, educational, not-for-profit institution headquartered in the nation’s capital with additional sites strategically located throughout the U.S. We are an active learning community with a rich history that spans nine decades. Our range of programs and services includes continuing education, career development and certificate programs--all designed to serve the needs of organizations and individuals in both government and the private sector.

The GSUSA Information Technology Operations Team is seeking an IT Service Desk Analyst to provide first line technical support to internal staff. The IT Service Desk Analyst will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems. Coverage includes Graduate School USA headquarter site in D.C. as well as remote users at other offices and home workers.

DUTIES AND RESPONSIBILITIES

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging and managing calls from internal staff via telephone and email
  • Maintaining as asset database and track changes
  • Act as the 1st line of support - troubleshooting of IT related problems from in-house software to hardware, such as cell phones, laptops, PCs and printers
  • Escalate unresolved calls to the infrastructure support team
  • Log all calls in the service desk call ticketing system (Remedy)
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Create user accounts, reset passwords, create groups etc., via Active Directory
  • To arrange for external technical support where problems cannot be resolved in house

MINIMUM QUALIFICATIONS

  • High School Diploma
  • A+, MCP certification (desirable, but not required)
  • 1-3 years of previous IT Service Desk and/or Call Centre experience required
  • Incident Management experience – Managing incidents including business expectations and communication
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
  • Experience with using and troubleshooting Microsoft’s cloud based
  • Outlook via Office 365 within a network environment (permissions, calendar sharing, delegation)
  • Must be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Excellent communication skills and telephone manner.
  • Excellent organizational skills

Interested applicants must submit a resume and cover letter. 

Graduate School USA is an Equal Opportunity Employer

Location: Staff in Washington, DC
Apply for this Position
Apply at: https://gsusacareers.synchr-recruit.com/job/39511/it-service-desk-analyst