Service Desk Analyst 1

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Job Posting Title:
Service Desk Analyst 1

Position Type:
Professional / Unclassified

Department:
LSUAM FA – ITS – SO – SD – SM – Analysts (Shane Anthony Valure (00052189))

Work Location:
0102 Fred C. Frey Computing Services Building

Pay Grade:
Professional

Job Description:

This position will report to the Service Desk Manager within Service & Operations as part of the ITS Service Desk. This team’s primary mission is to provide technology support to all LSU applicants, students, faculty, staff and other LSU affiliates. This position requires exemplary customer service and an aptitude for troubleshooting, diagnosing, documenting, and resolving a variety of issues involving applications and systems used campus wide.

Job Responsibilities:

Support: Provide technology support to the entire LSU community via various methods of communications such as telephone, walk-in, email, web and chat. Identifies, researches and resolves a wide variety of technical issues. Documents, tracks and monitors the problem to ensure a timely resolution. Responsible for updating knowledge base articles to ensure that up to date information is available for our customers. Serves walk in customers and provides a wide variety of information relating to LSU. Provides level 2 support for student workers within the Service Desk. (40%)

Operations: Provides technical assistance as needed in support of Service Desk operations including Print Desk, large format printers, phone system, and applications like IT Service Management tool, Bomgar, etc. Reviews and updates documentation as directed. Assists with gathering and reviewing data for Service Desk KPIs. (20%)

Daily Management & Supervision: Supervise and assist in managing 40+ student workers. Tasks will include hiring, scheduling, quality assurance checks, and student performance evaluations. (20%)

Training: Train and mentor student analysts by assisting them with their work and providing regular feedback. Assist Management in the creation and maintenance of on-boarding and training materials for student and professional staff. (10%)

Other duties assigned. (10%)

Minimum Qualifications:

• Bachelor’s Degree
• 0-2 years experience
• Specific experience in customer service

Degree Substitutes include:

• High School Diploma and 2 years of customer service or related experience.

Preferred Qualifications:

• 1-3 years experience
• Previous work experience in Higher Education

Additional Job Description:

Special Instructions:
A copy of your transcript(s) may be attached to your application (if available). However, original transcripts are required prior to hire.
Please provide three professional references including name, title, phone number and e-mail address.
An offer of employment is contingent on a satisfactory pre-employment background check.

Posting Date:
March 30, 2023

Closing Date (Open Until Filled if No Date Specified):

Additional Position Information:

Background Check – An offer of employment is contingent on a satisfactory pre-employment background check.

Benefits – LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!

Remote Work – Positions approved to work remotely outside the State of Louisiana shall be employed through Louisiana State University’s partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.

Essential Position (Y/N):

LSU is an Equal Opportunity Employer:

LSU believes diversity, equity, and inclusion enrich the educational experience of our students, faculty, and staff, and are necessary to prepare all people to thrive personally and professionally in a global society. We celebrate diversity and are committed to the principles of diversity and inclusion. We actively seek and encourage qualified applications from persons with diverse backgrounds, cultures and experiences. To learn more about how LSU is committed to diversity and inclusivity, please see LSU’s Diversity Statement and Roadmap. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact the Office of Human Resource Management (…@lsu.edu).

HCM Contact Information:

Questions or concerns can be directed to the LSU Human Resources Management Office at 225-###-#### or emailed …@lsu.edu

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