at Loyola University Of Chicago in Chicago, Illinois, United States
Job Description
Position Details
Position Details
Job Title
SR CLIENT TECH ANALYST
Position Number
8101985
Job Category
University Staff
Job Type
Full-Time
FLSA Status
Exempt
Campus
Rogers Park-Lake Shore Campus
Department Name
ACADEMIC & OPERATIONAL SUPPORT
Location Code
ITS-ACADEMIC & OPS SUPPORT (07120A)
Is this split and/or fully grant funded?
No
Duties and Responsibilities
Note: The current work modality within Information Technology Services is a hybrid work environment with on-campus and remote components. The remote component is defined by the manager and as appropriate for the position.
Distinguishing Characteristics:
This position is distinguished from the Client Technologies Analyst position in that the senior position requires additional years of experience and will provide advanced technical direction and support to analysts and clients in the resolution of more complex problems.
Essential Duties and Responsibilities include the following.
1. Perform diagnosis of technology- and/or desktop application-related problems. Resolve problem issues. Identify recurring problems and provide feedback to appropriate IT support team members for root-cause resolution.
2. Professionally respond to help desk tickets, customer calls, email, voice mail, and hardware/software requests. Provide proactive updates to customers. Maintain call tracking accuracy.
3. Assign Service Center call tickets that cannot be resolved on the initial contact to the appropriate queue for further assistance and provide the necessary follow-up.
4. Provide customer service and end-user training in a variety of services including desktop applications, enterprise applications, and mobile devices.
5. Recover, restore, and maintain data recovery for upgraded as well as failing machines.
6. Participate and/or lead technical projects.
7. Promote a professional work environment dedicated to customer service and teamwork.
8. Provide written status to manager as required.
9. Work as a team member with other Information Technology Services staff to ensure connectivity and compatibility between systems and applications.
10. Other projects and responsibilities as assigned.
Minimum Education and/or Work Experience
Bachelor's degree preferred Three to five years' experience in desktop support development or related area General knowledge of commonly used industry concepts, practices, and procedures
Qualifications
Education/Experience:
- At least two years of experience in a help desk or technical support environment required.
- Bachelor's Degree preferred.
Language Ability:
- Excellent and persuasive communication (oral, written, presentation), interpersonal and consultative skills to work effectively with external customers and providers, and internal clients at all levels of the University.
- Core consulting skills such as business writing and presenting, and analytic comparisons.
- Ability to read, analyze, and interpret general business processes, technical procedures, and user documentation.
- Ability to develop and write reports, business correspondence, and procedure documentation.
- Able to communicate technical ideas and concepts to non-technical audiences.
Computation Ability:
- Strong analytical and problem solving skills.
- Ability to understand and apply concepts such as resource utilization, work effort, percent to complete and project health
Reasoning Ability:
- Must be detail oriented, results focused, possess effective written and verbal communication skills, and be able to support change management initiatives.
- Synthesizes complex or diverse information; Generates creative solutions; Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
- Develops alternative solutions; Works well in both group and individual problem solving situations.
- Looks for ways to improve and promote quality; Responds promptly to client needs; Solicits client feedback to improve service; Responds to requests for service and assistance.
- Ability to be flexible and adaptable to changing environments and business situations.
- Proactively manages change through existing change management processes, and project risks through early identification, negotiation and/or escalation when required.
- Evaluate technology problems and create manageable solutions.
- Able... For full info follow application link.
Loyola University Chicago is an Equal Opportunity / Affirmative Action employer with a strong commitment to hiring for our mission and diversifying our faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion (except where religion is a bona fide occupational qualification for the job), national origin, sex, age, disability, marital status, sexual orientation, gender identity, protected veteran status or any other factor protected by law.
Loyola University Chicago is an Equal Opportunity Employer.
