University of Kansas School of Medicine

University of Kansas School of Medicine

IT Service Desk Analyst

Kansas City Metro Area · Full-time

Sponsorship not specifiedDetected 7 days ago
Computer VisionCustomer SupportCommunicationCollaborationProblem SolvingTime Management

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odds of building a lasting career here

88Lottery-free
Cap-exempt (no lottery)100
Sponsors year-round90
Entry-level history60
PERM / green-card track50
Fits your clock70

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About the role

  • Attempt to resolve customer concerns during the initial contact when appropriate and ensure issues are accurately documented and routed for timely resolution.
  • The analyst responds to technology-related questions, issues, and service requests and assists customers with restoring access to technology services.
  • The analyst also communicates with customers regarding issue status and resolution.

Responsibilities

  • Customer Support Administration
  • Address technical support issues independently and in collaboration with team members.
  • Triage technical issues and customer support requests through various contact vectors, including phone, email, chat, and in-person.
  • The IT Service Desk Analyst provides technical support through phone, email, chat, and in-person interactions.
  • The analyst records and documents reported issues and service requests, troubleshoots issues, and escalates them to the appropriate support teams when needed.
  • Escalate issues to appropriate support teams, and follow-up on incidents to ensure customer experience expectations are met.
  • Document technical support activities into the IT Service Management software and relevant knowledge base.
  • Leverage internal team members, subject matter experts, and external resources to answer questions and resolve issues. Provide technical support during scheduled rotations at the Walk-In Appointment Desk.
  • Coordinate equipment repairs with support vendors, tracking progress, and validating completed repairs.
  • This position includes after-hours on-call support rotations; one-week assignments occurring at least every ten weeks or more frequently depending on staff availability.

Requirements

  • This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Nice to have

  • Work Experience:
  • Experience in a customer-facing information technology role.
  • Experience troubleshooting desktop hardware, software and operating systems.
  • Experience supporting telecommunications and voicemail systems.
  • Experience using IT service management or incident tracking systems.
  • Experience with unified endpoint management tools.

Skills

  • Communication
  • Interpersonal skills
  • Problem solving
  • Technical aptitude
  • Customer service
  • Time management
  • Multitasking
  • Required Documents
  • Resume/CV
  • Cover Letter
  • Comprehensive Benefits Package:
  • Employee Type:

Compensation

  • The pay range listed for this position is determined by our compensation program using market data and salary benchmarking.
  • A combination of factors is considered in making compensation decisions including, but not limited to, education, experience and training, qualifications relative to the requirements of the position, and funding.
  • At the University of Kansas Medical Center, a reasonable estimate for the starting pay range will be the minimum to midpoint of the posted range, taking into account the combination of factors listed above.

Benefits

  • Coverage begins on day one for health, dental, and vision insurance and includes health expense accounts with generous employer contributions if the employee participates in a qualifying health plan.
  • Employer-paid life insurance, long-term disability insurance, and various additional voluntary insurance plans are available.
  • Paid time off, including vacation and sick, begins accruing upon hire, plus ten paid holidays.
  • One paid discretionary day is available after six months of employment, and paid time off for bereavement, jury duty, military service, and parental leave is available after 12 months of employment.
  • A retirement program with a generous employer contribution and additional voluntary retirement programs (457 or 403b) are available. https://www.kumc.edu/human-resources/benefits.html
  • A combination of factors is considered in making compensation decisions including, but not limited to, education, experience and training, qualifications relative to the requirements of the position, and funding.
  • At the University of Kansas Medical Center, a reasonable estimate for the starting pay range will be the minimum to midpoint of the posted range, taking into account the combination of factors listed above.
  • The IT Service Desk Analyst serves as the primary point of contact for technical support at the University of Kansas Medical Center within KUMC IT Services.

Company info

  • Track assigned incidents through resolution and provide customers with status updates.
  • Assist customers with bring your own device (BYOD) and/or managed computers, applications, and IT infrastructure.

Equal opportunity

  • The position involves moving equipment weighing up to 50 pounds across campus and placing equipment at heights of up to 6 feet, with or without reasonable accommodation.
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This listing is sourced directly from University of Kansas School of Medicine's careers page and normalized into a canonical job model.