Help Desk Analyst (5244)

Company: American University -
Location: Washington
Posted on: September 21, 2023

Job Description:

Press Tab to Move to Skip to Content Link At American University we value open and honest inquiry, servant leadership, and the affirmation of the human dignity of all. We envision a thriving AU community where individuals of all identities and experiences are understood, appreciated, and fully included, and where equitable treatment, opportunities, and outcomes prevail. - Our diverse community of students, faculty, and staff represent every state and more than 150 countries. Our internationally recognized faculty are today's thought leaders in the areas of public policy, law, the arts, communications, international development, and more. Our staff are innovative, service-oriented, and dedicated to moving the university towards achieving its strategic goals. We are committed to an excellent experience for all of our students, faculty and staff and share a passion for creating change through our knowledge and our work. - The Help Desk Analyst position is an integral part of the customer service team in Information Technology that answers questions and provides general troubleshooting assistance for the AU community via telephone and email. The Help Desk staff are empowered with system administrator rights to fix most problems, as well as coordinate with other technical support, networking, academic and administrative computing staff to solve customers' problems and questions. This position works under the general direction of the Director, Customer Support Services. This position reports directly to the Director, Customer Support Services. The nature of the role this position plays in the organization is to work independently with customers to provide extensive computer assistance and problem analysis to support all members of the AU community via instant messaging, telephone, Web, and electronic mail. The Help Desk Analysts quickly become experts in every University-supported software package. They have been empowered to resolve all hardware, software, and network problems that do not require a physical visit to the customer's machine. Position Type/Expected Hours of Work

• Full-Time.
• Non-Exempt.
• Due to the extended hours of the Help Desk, this position requires flexibility in the employee's work schedule and will likely require a few evening hours each week. This schedule is determined at the beginning of each semester. Salary Range Commensurate with experience. Required Education and Experience
  • At least two years' experience of increasingly responsible work experience involving computer consulting or Help Desk support.
  • Relevant work experience in excess of two years may be substituted at an equivalent rate for years of study at the undergraduate level.
  • Specific technical experience required includes knowledge of desktop applications (word processing, spreadsheet, database, presentation, e-mail, etc.), proficiency with connecting computers to a local area network and the Internet using wired and wireless connections, an understanding of hardware and operating systems (primarily Windows XP through Windows 7, and Mac OS).
  • Excellent interpersonal skills with demonstrated success in communicating in both oral in written forms are required to effectively perform the duties of this position.
  • The incumbent must have a strong customer service orientation and the capacity to work in teams.
  • Hiring offers for this position are contingent on successful completion of a background check.
  • Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university.
  • Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Current American University Employees If you are a current employee at American University, please log into AsuccessfulU through the myAU portal . Once in AsuccessfulU, please select the Careers tile which will take you to our internal career page. - American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual's genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities. American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university prohibits discrimination and discriminatory harassment (including sexual harassment and sexual violence) against any AU community member on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual's genetic information, or any other bases under federal or local laws (collectively "Protected Bases").
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Keywords: American University -, Washington DC , Help Desk Analyst (5244), Professions , Washington, DC