Job Details

L1 Service Analyst

Position Number: 6863274
Location: Worcester, MA
Position Type: Computing - Support and Training

L1 Service Analyst
College of the Holy Cross

Full Time
JREQ-000131

At Holy Cross, we are focused on creating a world-class workforce by attracting and retaining employees dedicated to fostering a culture of professionalism, pride, mutual trust, and respect-one that values appreciation and recognition, empowering each of us to flourish both individually and collectively. We seek candidates who are inspired by our mission and values, and who are eager to make a meaningful difference on our campus. Learn more about Life at Holy Cross here.

Job Description

Reporting to the Customer Service Manager, the Level 1 Service Analyst is the first point of contact for endpoint support to the College community. This position staffs the Help Desk, responding to phone calls, walk-ins, and emails, and both provides level 1 technical support and coordinates level 2 escalations as needed with a strong focus on customer service and satisfaction.

Major Areas of Responsibility

Analyze, troubleshoot, document, manage, and resolve level 1 Windows and Mac hardware and software issues.
Act as the first point of contact for technical support at the College.
Respond to phone calls, walk-ins, and emails, providing customers with top tier customer service.
Document issues within our ticketing system.
Help improve Help Desk policies and procedures.
As appropriate, escalate issues to others in the Customer Experience Team.
Manage student workers as needed.
Other duties as assigned.

Minimum Qualifications

Technical high school, associates degree, or equivalent experience required.
Strong focus on customer service required.
Knowledge of Windows OS, MacOS, and iOS required.
Ability to prioritize and troubleshoot complicated technical problems required.
CompTIA A+, Google IT Support Professional, or like certifications are a plus.
Higher education technology support experience is a plus.

Education and Experience
Thorough knowledge of a relevant specialized or technical field equivalent to 2 years of college or specialized training programs. Over 3 years up to and including 5 years relevant experience required.

Disclaimer
The description above represents the most significant duties of this position but does not exclude other occasional work assignments not mentioned, the inclusion of which would be in conformity with the factor degrees assigned.

Salary: The salary range for the L1 Service Analyst role is $48,000-$52,000 commensurate with experience.

Application Instructions

An updated resume and cover letter are required as a part of your application. In your cover letter, please reflect on how your professional and personal values align with the Mission of the College of the Holy Cross to form individuals of integrity and purpose who are committed to the flourishing of all.

Weekly Hours:
40

Annual Work Schedule:

Applications will be accepted until the position is filled. However, priority consideration will be given to applications submitted within 30 days of the posting date.

To review our generous benefits options, please review our detailed information here or check out our Benefits at a Glance.

The College also provides reasonable accommodations to qualified individuals with disabilities during the hiring process in compliance with law. Please contact Human Resources for questions or to request an accommodation via email at hr@holycross.edu, or by calling 508-793-3391.

The College is an Equal Employment Opportunity Employer and complies with all Federal and Massachusetts laws concerning Equal Opportunity in the workplace.

To apply, visit https://holycross.wd12.myworkdayjobs.com/en-US/Careers/job/Worcester-MA/L1-Service-Analyst_JREQ-000131