Job Description
Job SummaryThe IT Support Center Analyst is a non-exempt full-time position that is responsible for providing high quality customer service in supporting the University System of Georgia’s Enterprise products, technologies and services. Responsibilities include triaging USG Service Desk support inquiries and requests, escalating and reporting service outages via USG Status Page. This position serves an on-call rotation providing 24/7 support to USG Institutions and the Board of Regents. The IT Support Center Analyst is located in Athens, Georgia and reports to the USG Service Desk Supervisor.ResponsibilitiesResponsible for monitoring software interfaces that indicate the status of key Enterprise production services and productsProvides proactive/reactive communications and diagnostic information related to networks, services, servers, urgent/production down, and/or business interruption eventsProvides frontline support and issue resolution within a Case Management System for all USG products, technologies and servicesResearches, troubleshoots, and analyzes incoming requests/inquiries, ensuring all necessary information is documented in the case management system, striving to resolve at the Tier 1 level, exhausting all resources including, USG Policies and Procedures, Knowledgebase, Institution Specific Guidelines. If escalation is required, partners with Subject Matter Experts, institutional practitioners, third-party vendors, and/or Service Desk management to reach a resolution in a timely mannerWorks closely in collaboration with third party vendors communicating information regarding service interruptions and/or outages to USG end-usersMulti-tasks through various databases/applications in order to troubleshoot the customer’s issue or inquiry in a timely mannerProfessionally handles personal, confidential, and sensitive information by abiding by all USG Policies and Procedures. Also, responsible for identifying, reporting and the redaction of any information deemed sensitive within the case management systemResearch and triages incoming issues determining the appropriate method of tracking within the Case Management System (incident, request, problem or iTask)Recognizes and promptly escalates issues deemed urgent or critical in adherence to USG Service Level GuidelinesServes on-call rotation providing 24/7 support to USG Institutions and Board of RegentsLogs, tracks, updates, and resolves network abuse incidencesResponsible for account administration for several USG systems/applicationsIdentifies trends and/or challenges and provides recommendations to Service Desk Management and other supported areas promoting continuous process improvementAdheres to an assigned work schedule to ensure adequate Service Desk coverageParticipates on specialized Service Desk projects, including but not limited to, case management system administration, statistical analysis, quality assurance reviews, and knowledgebase article reviewsInitiates drafting, editing and publication of common knowledge-based solutions to facilitate efficient and prompt resolution to customersResponsible for outbound communications that include but not limited to support request status updates, Enterprise products and services status updates posted via USG Status Page/ListServsResponsible for managing Emergency Web Service Support for USG Institutions, as neededCross-trains with other departments in order to understand and resolve complex requests and serve as back-up support as needed or during non-peak timesCoordinates with USO HR and ITS Technology Services and Solutions (TSS) when onboarding/offboarding new USO employees to ensure account administration is complete in a timely mannerManages pre-business day checks to ensure all systems, sub-systems, applications, and servers are fully operationalAssists with training efforts for new USG Service Desk SpecialistLeads Team Huddles and/or Working SessionsPreferred QualificationsAssociate’s Degree with an accredited institution1 year experience in a Service Desk environment2 or more years of Customer Service experiencOr any equivalent combination of education, experience and training which provides the necessary knowledge and skillsKnowledge, Skills, & AbilitiesKnowledgeable of Standard MS Office tools (Outlook, Word, Excel, PowerPoint, Visio, Teams), electronic calendar, Internet browsers, and Windows desktop and its standard suite of tools and programs (base install)General knowledge of computer networking principles, diagnostic tools, and client/server technology in a multi-tiered, layered technical and functional environmentStrong oral and written communication skills with particular emphasis in the correct use of grammar and spellingAbility to effectively and patiently communicate complex information in a logical and organized mannerStrong interpersonal and collaborative skills, who works well both cross-functionally and independentlyAbility to effectively work in a fast-paced environment, prioritize, manage time and follow-through on tasks to ensure satisfactory completionPossess strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customersProficient and extremely comfortable in navigating within various system and applications including but not limited to email, case management system, Active Directory, DUO Admin, and Microsoft office applications to effectively provide solutions to customersAbility to effectively manage an increased workload during times of high call volume and/or peak seasonsTechnical skills with efficiency in adapting to new systems, services, and/or applications with easeAnalytical thinker, who possesses the ability to troubleshoot technical and functional issues, adopt a systematic approach towards identifying and then resolving the problem at handOther InformationDay and overnight travel from headquarters may be requiredMust have a valid GA Driver’s LicenseLight physical exertion may be requiredAbility to work productively in a virtual environment and cubicle/open space environment utilizing call center and case management technologies, with moderate-to-occasional escalated noise level