Support Services Analyst

The University of South Dakota is seeking an energetic and motivated Support Services Analyst to join the Information Technology Services team, providing exceptional IT support services to faculty, staff, and students. Candidate will be a member of the Service Desk team and located at the USD Vermillion SD campus. Candidate is responsible for customer support and services via phone, remote, and onsite support. Candidate will report to the Service Desk/Knowledge Manager and collaborate with other ITS personnel to follow best practices and established processes to support service offerings, resolve customer issues, and provide excellent customer service. Responsibilities

• Provide customer service for IT services including installation, assessment, troubleshooting, maintenance, and upgrades of equipment and software used by faculty, staff, and students
• Follow Knowledge Centered Service (KCS) process for documenting and resolving issues.
• Respond to requests according to established service level agreements
• Assist in project activities related to new services or service enhancements
• Communicate through email, phone and in person with faculty, staff, and students to understand requirements and set expectations
• Follow established processes and procedures while responding and resolving customer questions or issues
• Follow established processes for creating, updating, and resolving tickets
• Prioritize tasks to ensure the highest level of customer satisfaction
• Provide Coyote Card Office support for USD faculty, staff, and students
• Upload student, faculty, and staff information, take ID pictures and print USD Coyote ID cards
• Assist with reservations for activity readers for campus events. Program and troubleshoot event reader issues
• Assist with Point-of-Sale Coyote Cash devices for on campus and outside vendors, Please check the appropriate response that describe the cognitive requirements for this position. Analyzing, Comprehend, Memory, Multiple Priorities, Pace-average, Reading, Reasoning, Verbal Communication, Written Communication, Frequent Change, Intense Customer Interaction, Pace-fast, Perform calculations Protective Clothing/Equipment

Please check the appropriate response for this position’s use of the following protective clothing or equipment. If other protection is used please identify Physical Requirements

Please designate the physical requirements of this position Bending, Stooping, Twisting, Carrying, Crouching, Fine Finger Manipulation (keyboarding, pipefitting, bench work, etc), Grasping, Kneeling, Lifting Above Waist, Lifting Below Waist, Lifting moderate, Reaching, Repetitive Motion, Squatting, Stretching, Use Both Hands, Use of Either Hand, Independently, Wrist Movement (twisting or rotating), Walking, Climbing Stairs, Driving, Pushing/Pulling, Sitting for sustained periods of time Describe any of the conditions selected Sensory Requirements

Please check the appropriate response that describe the sensory requirements for this position. Vision (With and without corrective lenses), Hearing, Speaking

• Excellent written and verbal communication skills
• Excellent customer service with demonstrated results
• Technical background with ability to communicate with a non-technical audience
• Technical experience with Windows, Apple and Microsoft applications

Desired skills

• Familiarity with IT process management especially Knowledge Based processes
• College degree

Working Conditions or Exposures (or potential exposures) that this position may encounter during the course of the work day. Please describe, in more detail, any of the conditions checked above Working Environment

Check the appropriate box(es) that best describes the environment in which the primary function of the position is performed. Classroom Environment, Office Environment, Other Environment (Please explain below) If you have indicated Other Environment, if work tasks involve one or more of the above, or if further explanation is necessary, please use the space provided. Off Campus vendor locations Student Dorms