|
Position Summary:
|
The Helpdesk Support Analyst is expected to model service-centric practices aligned with the Director of Client Services’ mission. In close collaboration with the offshore Helpdesk Manager and team, this role ensures University stakeholders at all levels (on campus and remote) receive timely, appropriate support for computer hardware, software, networking, and application issues. The position is also partnered with internal teams to support procedures for identifying, prioritizing, and resolving end-user requests.
This is an on-site position.
|
|
Position Responsibilities:
|
- Provide first-level phone support in coordination with the offshore Helpdesk.
- Communicate with clients as needed, regarding incident status, change control, and scheduled outages.
- Manage, prioritize, and escalate Helpdesk tickets; routing assignments to appropriate personnel and subject-matter experts (SMEs).
- Train, mentor, and support student workers to ensure consistent, high-quality service delivery.
- Manage unassigned queues by troubleshooting, reviewing, and escalating to technicians and teams across multiple locations.
- Ensure incidents and problems are resolved and closed within defined service-level parameters.
- Produce tracking reports for support metrics, key performance indicators (KPIs), and service-level agreements (SLAs).
- Document issues and create or update knowledge base articles.
- Assist with root-cause analysis of support issues; evaluate documented resolutions, analyze trends, and recommend improvements.
- Participate in special projects as needed and perform other duties as assigned.
|
|
Experience & Educational Background:
|
- An Associate’s or Bachelor’s degree in IT is required, or an equivalent combination of education and experience.
- Minimum of three years of experience in IT customer service support.
- A solid understanding of computer hardware, software, and operating systems is essential.
- Ability to differentiate between incidents and service requests and process each appropriately.
- Familiarity with Helpdesk queues in a diverse environment, including phone, email, web, and automated ticket creation.
- Experience with ticketing systems (e.g., ServiceNow) is preferred.
|
|
Skills & Competencies:
|
- Working experience with the Microsoft Office 365 suite (OneDrive/SharePoint file sharing, Teams, Outlook, MS Entra ID) to diagnose and resolve common issues.
- Technical proficiency in operating systems such as Windows, macOS, and mobile platforms like iOS and Android.
- Understanding IP addresses, DNS, firewalls, and VPNs.
- Troubleshooting desktops, laptops, printers, and peripherals.
- Strong interpersonal skills with the ability to build effective working relationships.
- Demonstrate commitment to high-quality user support and customer satisfaction.
- Ability to communicate complex IT issues to audiences at all levels of the University (e.g., students through senior leadership).
- Knowledge of academic environments, services, and applications is a plus.
- Strong business acumen with analytical and problem-solving skills, as well as written and verbal communication skills.
- Self-motivated team player who can work independently.
- Ability to effectively support demanding users in a fast-paced environment.
|
|
Salary Range:
|
$30.22 - $35.71 per hour
|
|
About Us:
|
Yeshiva University is dedicated to academic excellence, intellectual exploration, and the advancement of timeless values that shape and impact lives. With a rich tradition rooted in Jewish thought and heritage, YU fosters a dynamic learning environment across its undergraduate, graduate, and professional schools. Our mission is to cultivate the next generation of leaders who will contribute meaningfully to society, guided by a commitment to ethics, innovation, and service. Our community extends far beyond the classroom, encompassing thousands of students, faculty, staff, and more than 70,000 alumni and supporters worldwide, all working together to build a brighter future.
As a Yeshiva University employee, you will be part of a welcoming, diverse, and intellectually engaging community that values collaboration, excellence, and professional growth. We offer a supportive and stimulating workplace with tangible employee benefits, opportunities for advancement, and a strong sense of purpose. Beyond professional development, YU is committed to ensuring a high quality of life for its employees, offering a work environment that prioritizes well-being, work-life balance, and a culture of mutual respect. Every role at YU contributes to our broader mission of education, research, and societal impact, ensuring that all members of our community—students, faculty, staff, alumni, and friends—are inspired to make a difference. We invite you to bring your talent and passion to YU and join us in shaping the future.
|
|
Equal Employment Opportunity:
|
Yeshiva University is an equal opportunity employer committed to providing employment opportunities to all employees and candidates without regard to race, color, age, sex, national origin, disability status, or any other characteristic protected by federal, state, or local laws.
|