USER SUPPORT ANALYST-REMOTE

Receive, troubleshoot and resolve, or escalate all incoming requests for IT service and support. This is primarily done over the telephone, e-mail, chat, and remote assistance.

Thoroughly and accurately document customer interactions; including a complete description of the request with any associated symptoms, and a detailed synopsis of troubleshooting steps and outcomes. Help Desk analysts are also expected to regularly utilize and contribute to the Division of IT KnowledgeBase.

Participate in the design, testing and review of products and services deployed and/or supported by the Division of Information Technology.

Continually develop both people and technical skills by attending scheduled training, and use free time to learn new things on own initiative. Shift

Variable hours, may require weekend shifts. Work remotely.

Excellent customer skills, including the ability to communicate effectively over the telephone and through various electronic media. Excellent analytical and problem-solving skills, with an eagerness to continuously learn and apply troubleshooting techniques to the University’s constantly changing technology environment. Willingness and ability to adapt to changing priorities, tasks, and work schedules to meet customer service standards. Ability to handle multiple requests/calls simultaneously; working under pressure and within certain time constraints. Being punctual and dependable is a must., College degree or equivalent work experience with previous experience as a Help Desk analyst. Demonstrated ability to support Windows and Macintosh operating systems. Familiarity with Division of Information Technology systems and services.

Anticipated Hiring Range

Salary Range: $17.00 - $19.00 Commensurate with experience

University Title: User Support Analyst</u1:p>

Internal applicants can determine their University Title by accessing the Talent Profile tile in myHR. Sponsorship Information

Employment visa sponsorship is not available for this position. Benefit Eligibility

This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/departments-staff/human-resources/benefits-retirement