- Code
- 0308
- PCLS
- C5021
- Pay Grade
- 117
- Exempt
- No
- ORP
- No
- EEO Code
- 5
- Title
- Help Desk Analyst
- Description
Responsible for providing computer and telephone-based support for users of university, telecommunications, computer hardware and software installation and repair, problem-resolution consulting, help desk system operation, and other related support services. Works under the general supervision of the PC/Network Services Manager.
- Examples
Provides telephone-based support for users of university desktop computing services (hardware, software, and networking) providing problem-resolution consulting. Assists with efficient help desk system operation and other related support services. Responds to prioritized client work requests to resolve problems. Develops and evaluates help desk problem determination and resolution techniques. Upholds university policy guidelines and recommends improvements to guidelines to ensure the highest quality of service and availability for supported systems. Provides advice regarding any potential problem areas that may adversely affect performance of supported systems. Provides user support consultation and help desk system training services. Performs other related duties as assigned
- Physical Condition
Ability to sit or stand for extended time periods. Ability to communicate verbally.
- Experience
Three or more years of related experience, required. Requires experience providing support in a help desk, computer hardware/software support or customer support group.
- Knowledge
Knowledge and skill in current computing and network support. Demonstrable skill of the principles of help desk software, Internet and desktop tools. Working knowledge of client -side operating systems for PC and Macintosh platforms, and LAN/WAN protocols. Working knowledge of problem determination and resolution techniques of computer infections due to: "malware, viral, Trojans, or worms".
- Education
Associates Degree or Vocational Certificate (with emphasis in Computer Science, Information Systems, or equivalent) is required.
- Additional Requirements
Requires the ability to work well with diverse populations and maintain positive working relationships with students, faculty, staff, and the community. Ability to coordinate the activities of customer support services with proven leadership, organizational, written, and verbal communication, interpersonal and problem solving skills. Must maintain current technical knowledge in computing and communication technology, as well as problem determination and resolution strategies. Ability to maintain positive working relationships with all University departments and personnel. *Regular reliable attendance is required. *This position is designated as security sensitive (High) and requires a criminal background check
- Standard Requirements
-
Requires the ability to work well with diverse populations and maintain positive working relationships with students, faculty, staff, and the community. Must adhere to University’s core values: People-Centered, Community, Integrity, Visionary, and Connections, per the MSU Texas Values Journey. Personal cell phone usage may be required to complete position duties, including multi-function authentication requirements. Regular reliable attendance is required.
This position is designated as security sensitive (Mod) and requires a criminal background check. Position is designated as a Responsible Employee as outlined by Title IX. May serve as Campus Security Authority as outlined by the Clery Act.
Last Updated 10-17-2018