IT Service Desk Support Analyst

The IT Service Desk Support Analyst provides frontline Tier 1 technical support to faculty, staff, students, alumni, and partners. This role serves as a primary point of contact for IT-related incidents, service requests, and inquiries, delivering timely, accurate, and customer-focused support in alignment with established service level agreements (SLAs). The position combines strong technical troubleshooting skills with excellent communication and customer service capabilities. The IT Service Desk Support Analyst documents, resolves, and escalates issues as appropriate, contributes to continuous service improvement, and supports standardized processes, tools, and knowledge resources that enhance the overall customer experience., * Provide Tier 1 support for hardware, software, operating systems, applications, peripherals, and enterprise services

• Perform initial diagnosis and troubleshooting, resolving issues at first contact
• Appropriately escalate unresolved or complex issues to support teams with clear documentation and troubleshooting history
• Provide and diagnose issues related to configuring, deploying, maintaining, and supporting desktops, laptops, mobile devices, printers, phones, and collaboration technologies
• Support Windows, macOS, iOS, Android, and common productivity and instructional applications
• Assist with endpoint management activities including question in support of imaging, patching, application delivery, and device compliance
• Support account-related requests including password resets, access requests, and multi-factor authentication troubleshooting
• Manage customer expectations regarding timelines, impact, and resolution
• Contribute to and maintain knowledge base articles, troubleshooting guides, and standard procedures
• Collaborate effectively with Service Desk leadership, peers, IT support teams, and functional partners
• Assist with training and mentoring of student employees or new staff as assigned
• Support special projects and initiatives related to Service Desk, IT operations and customer engagement

Educational Requirements

• High School Diploma or Equivalent

Required Experience

• One (1) year experience in related work

Preferred Qualifications

Preferred Educational Qualifications

• Bachelor's Degree

Preferred Experience

• One (1) year experience in related work
• Customer service experience, * Consistently exhibit engaging customer service
• Ability to support various constituencies served by the University
• Proven proficiency with computers including Microsoft Office, Google, and/or applications as required for specific position
• Ability to explain technical concepts in a manner appropriate for non-technical users
• Ability to deliver a consistently high level of customer service, ensuring clear, professional, and empathetic communication
• Ability to maintain confidentiality and secure sensitive information

KNOWLEDGE

• Adhere to University policies and procedures to meet Institutional goals and support University's mission for student success

SKILLS

• Effective communication (verbal and written), organizational and human relations skills
• Skilled in de-escalation techniques when assisting users experiencing service disruptions, Legally authorized to work in the United States for the duration of employment without assistance from the University.

Must be able to perform duties and responsibilities with or without reasonable accommodation.

• Evening and weekend work may be required.
• Workweek may occasionally extend beyond 40 hours.
• Participate in on-call rotations or extended support hours as required.
• Work generally performed in an office environment.
• Travel may be required.

Georgia Southern University is the state's largest and most comprehensive center of higher education south of Atlanta. With nearly 150 degree programs at the bachelor's, master's and doctoral levels, Georgia Southern has been designated a Carnegie Doctoral/R2 "high research" university and serves more than 29,500 students from all 50 states, Washington D.C., and Puerto Rico as well as 106 nations. With three vibrant campuses - the Statesboro Campus, the Armstrong Campus in Savannah and the Liberty Campus in Hinesville - Georgia Southern offers a dynamic environment which encourages learning, discovery and personal growth. The University is accredited by the Southern Association of Colleges and Schools and has earned special accreditation from professional and academic associations that set standards in their fields. Georgia Southern is an influencer and intellectual catalyst in southeast Georgia, a rapidly expanding region that is home to international companies such as Hyundai, Gulfstream and JCB, as well as the Port of Savannah and Georgia Ports Authority. With a focus on hands-on learning, Georgia Southern is supporting the demand for highly skilled workers by providing academic excellence and creative innovation in a supportive student-centered environment that empowers the next generation of leaders to succeed. Beyond an ideal location, there is a place for you to work in an exciting environment abounding with opportunities for personal and professional growth. Named one of the Best U.S. Colleges by The Wall Street Journal, Georgia Southern is nationally ranked for the caliber of its programs and services. Georgia Southern University has been recognized by Forbes as one of "America's Best-In-State Employers" for 2025., The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct. Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653. Conditions of Employment Offers of employment are contingent upon completion of background investigation including a criminal background check demonstrating your eligibility for employment with Georgia Southern University, as determined by Georgia Southern University in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test. Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.