Service Desk Analyst I

Job Summary

Reporting to the Chief Information Officer, and where applicable, assigned day-to-day supervision from the local Community Campus Manager, the Service Desk Analyst I will act as an initial point of contact for IT Services and will record, triage, escalate, or resolve user service and incident requests. This role will be responsible for maintaining accurate records in the IT asset and request tracking system. The Service Desk Analyst I will work closely with other members of the Service Desk team to promote ticketing and asset management procedures with the goal of delivering high-quality services and support to CNC stakeholders in a timely manner. Specific Duties • Provide preliminary investigation, troubleshooting, and diagnosis of user issues.
• Record, resolve, and escalate tickets to appropriate technicians based on responsibility matrix and escalation guidelines.
• Follow procedures to create and deploy desktop images based on provided requ...