Help Desk Analyst

Date: Sep 10, 2019

Location: Washington, DC, US, 20016

Company: American University

Summary/Objective

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, email and instant message. 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.

Work Environment

These six positions report 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 e-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

• 35-Non-Exempt

• Coordinator/Anaylst A

• 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

• A Bachelor’s degree 

• 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 7 through Windows 10, 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

Preferred Education and Experience

• Experience with ServiceNow, Active Directory and Office 365

Additional Eligibility Qualifications

• Hiring offers for this position are contingent on the successful completion of a background check

Other Duties

Essential personnel designation: A reduced number of Help Desk staff is expected to work remotely to support the University community, during unplanned closures or emergencies.

Current American University Employees:

If you are a current full-time or part-time staff member 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. 

Contact Us:

For more information or assistance with the American University careers site, email theworkline@american.edu.

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.

Nearest Major Market: Washington DC