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Student Position Detail

Student Service Desk Analyst

Department: Division of Information Technology
Employment Type: Regular and Work-Study Employment
Job Starts: April 01, 2017

Work Type: Service

Job Description

The Student Service Desk Analyst provides IT support for University faculty, staff, students, and external customers. This position may interact with customers via phone, email, walk-ins, self-service portal, or online submission forms. The Student Service Desk Analyst will use IT Service Management (ITSM) tools to document interactions and alerts appropriately. They will research, respond to, resolve and/or escalate customer requests and reported issues to Tier II or Tier III and On-call support in a timely manner following established service procedures, processes and standards. Following established security procedures; they will maintain records and must keep all user data confidential. This is a security sensitive position. Willingness to sign a confidentiality agreement is required.

Job Requirements

• Registered or enrolled student at NIU in good standing • Follow proper customer service procedures • Excellent oral and written communications skills • Good organizational and analytical skills • Ability to demonstrate knowledge of effective troubleshooting methodologies • Knowledge of Microsoft software (including O365 and NIU Email) • Experience with operating systems (Windows 7, 8, 8.1, 10) and/or (iOS / OS X 4.8 – 4.14) • Ability to work in a team environment • Must undergo a criminal background check

Pay Rate: $ $11.50

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Applications for this position are no longer being accepted.

Important Note About this Job

Standard hours of operations are Monday through Friday, 7:00 AM to 10:00 PM. Schedules may vary depending on the needs of DoIT Service Desk and/or Technology Support Desk (TSD) operations.

Non Discrimination at NIU

Northern Illinois University is an equal opportunity institution and does not discriminate on the basis of race, color, religion, sex, age, marital status, national origin, disability, or status as a disabled or Vietnam-era veteran. The Constitution and Bylaws of Northern Illinois University afford equal treatment regardless of political views or affiliation, and sexual orientation. NIU recognizes Dual Career issues.

View State and Federal Notices

Clery Act Information

N.I.U. provides information regarding campus security, personal and fire safety, including topics such as: crime prevention, emergency response procedures and crime reporting policies, in addition to crime and fire statistics for the most recent three calendar years. The Annual Security Report containing security and safety information is available at www.safety.niu.edu or by contacting the University Police Department and Public Safety Department at 815-753-9628 to receive a hard copy. The Annual Fire Safety Report is available at www.firesafety.niu.edu or by contacting the Environmental Health & Safety Department at 815-753-0404 to receive a hard copy.

Department of Public Safety
Office of Admissions
Human Resource Services.

This disclosure is in compliance with the Jeanne Clery Disclosure of Campus Security Act (20 USC 1092 (f)).