University of Colorado System Administration Hiring for Service Desk Analyst at Denver Full Time

Service Desk Analyst

Service Desk Analyst – 30749 University Staff 

Description 
Who We Are:

 

System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses.  Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty.  Learn more about CU System Administration. 
The CU System Office of Advancement provides excellent customer service, strategy, expertise, and efficiency to our partners on CU’s campuses and at the University of Colorado Foundation. We support CU’s fundraising and engagement goals through advancement operations that include constituent research and development, data management, business intelligence, technical architecture, annual giving, planned giving, gift administration, marketing and communications, IT, budget and finance, and more. We believe that a healthy office culture is foundational to our success. We create this by bringing together a diverse team of colleagues and infusing our core values—Work Together, Think Big, Be Good and Have Fun—into our work every day.  
Position Summary:

The Service Desk Analyst is the main point of contact for Central Advancement COE teams, providing prompt and professional support for inquiries, technical issues, and assistance requests. They handle and resolve Tier 0 and Tier 1 support issues while maintaining accurate documentation. The role involves analyzing and prioritizing support tickets, assigning them to the appropriate teams, and ensuring timely resolution in line with service level agreements (SLAs). Effective communication and collaboration with internal and external users and teams contribute to process improvement and knowledge base enrichment. 

This position reports to the Program Director of Advancement IT and is exempt from the State of Colorado Classified Staff System.

We will be looking to fill two roles out of this posting. 

Where You Will Work:

This role is eligible for a hybrid schedule, working some days from home and some days in office.

Diversity and Equity:

The University of Colorado System Administration Office is committed to recruiting and supporting a diverse workforce. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community and all veterans.

Duties & Responsibilities:

Duties and responsibilities of the position include, but are not limited to:

• Provide first-level support: Serve as the initial point of contact for Central Advancement COE teams, providing prompt and professional assistance with inquiries, technical issues, and requests for support.
• Incident Management: Receive, log, and track support requests through various channels (e.g., ticketing system, email, phone), ensuring accurate documentation of all relevant information.
• Ticket Prioritization and Allocation: Analyze and prioritize incoming support tickets based on criticality, impact, and service level agreements (SLAs). Assign tickets to appropriate resources within the team for resolution.
• Queue Management: Monitor and manage the support ticket queues, ensuring tickets are assigned and resolved within defined SLAs. Escalate unresolved issues to Tier 2/3 support teams as necessary.
• Issue Triage & Resolution: Use knowledge base resources and collaborate with subject matter experts to troubleshoot and resolve Tier 1 support issues efficiently and effectively.
• Communication and Collaboration: Maintain regular communication with users, providing status updates and ensuring clear and concise information is shared. Regularly meet and collaborate with internal teams to improve support processes, knowledge base resources and changing team requirements
• Documentation: Maintain accurate records of support activities, including ticket details, troubleshooting steps, and resolution outcomes. Contribute to the knowledge base by creating new documentation of common issues and their resolutions and updating currently existing documentation as needed.
• Policies and procedures: Follow established IT policies, procedures, and service level agreements to ensure consistent and high-quality support delivery. Maintain confidentiality and security of user information.
• Continuous learning and professional development: Stay updated on emerging technologies, industry trends, and standard processes in IT support. Actively participate in training sessions and seek opportunities for professional growth and certifications.

What We Offer:

Salary: The anticipated hiring range has been established at $52,500-$54,000.

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above hiring range represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

Benefits: The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options
• Dental: Multiple plan options
• Additional Insurance: Disability, Life, Vision and Wellness
• Retirement 401(a) Plan: Employer contributes 10% of your gross pay
• Paid Time Off: Accruals over the year
  • Vacation Days: 22
  • Sick Days: 15
  • Holiday Days: 10
• Tuition Benefit: System employees have the benefit on all campuses 
• ECO Pass: RTD Bus and light rail service
• Additional Perks & Programs: Click to access the CU Advantage, including perks and programs for our employees

Click here to access our Total Compensation Calculator to see what your total rewards could be at CU. This position is a University Staff position.

Additional taxable fringe benefits may be available.

More information on benefits programs, including eligibility, is available at www.cu.edu/employee-services/.

Qualifications:

Minimum Qualifications:

Please ensure your resume includes any and all relevant experience to be accurately assessed against these qualifications.  You must meet all minimum requirements listed at the time of application to be considered for this role.

Bachelor’s Degree from an accredited institution of higher education or equivalent experience (experience may be substituted by professional experience on a year for year basis). One (1) year of equivalent experience in IT technical support

Preferred Qualifications:

Two (2) years equivalent experience in IT Technical Support One (1) year of experience working in Salesforce Experience working with ticketing systems and knowledge base tools.

Knowledge, Skills, and Abilities:

To be successful in this position, employees will need to know the following:

• Proven experience in a Tier 1 support role, preferably supporting a diverse user base.
• Strong technical capability and familiarity with common software applications and tools.
• Superb interpersonal skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users.
• Strong problem-solving and analytical skills, with the ability to think logically and prioritize tasks.
• Ability to work collaboratively in a team-oriented environment and build positive relationships with internal partners.
• Exceptional organizational skills and attention to detail to effectively manage multiple priorities and meet goals.
• Customer service mentality and a commitment to delivering high-quality support.

How to Apply:

For full consideration, please attach the following as separate documents to your application:

1.      A cover letter identifying the job specific minimum qualifications you possess

2.      A resume including any and all relevant experience to be accurately assessed against the qualifications listed in the posting.

Please ensure you check the “Job Specific Attachments” box next to each document on the “Required Documents” page of the application for the appropriate documents to be attached. 

When to Apply:

For full consideration completed applications must be submitted by August 29th.  Reference checking is a standard step in our hiring process. You may be asked to provide contact information, including email addresses, for up to five references as part of the search process for this position. *Please note: All application materials must be submitted through CU Careers; emailed materials will not be considered.*

Sponsorship Statement:

We are unable to sponsor applicants for work visas for this position.

Background Check Statement:

The University of Colorado is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history. The Immigration Reform and Control Act requires that a verification of employment eligibility be documented for all new employees by the end of the third day of work. The University of Colorado is committed to diversity and equality in education and employment.

ADA Statement:

We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting.  Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: [email protected].

 
         Application Materials Required: Resume/CV     

Job Category: Information Technology 

Primary Location: Denver Department: S0001 — System Administration – 50206 – Advancement Operations 

Schedule: Full-time 

Posting Date: Aug 3, 2023 

Unposting Date: Ongoing Posting Contact Name: [email protected] Posting Contact Email: [email protected] Position Number: 00001463

To apply, visit https://cu.taleo.net/careersection/2/jobdetail.ftl?job=30749&lang=en

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