St.  Catherine University

IT Helpdesk Analyst

Location
Minnesota
Posted
May 04, 2021
Closes
May 18, 2021
Ref
20210108-STAFF
Category
Education
Employment Status
Full Time
The IT department at St. Catherine University invites applications for a full-time Help Desk Analystposition.

The IT Helpdesk Analyst is the first point of contact for IT inquiries. This is our position that provides front line support for employees, students, alumni, and incoming students via phone calls, texts, emails and tickets. This position responds quickly to resolve technical issues for users or escalates issues to the appropriate support team.

Responsibilities:


  • Identify and log issues in the support ticket system
  • Research, resolve and follow-up incidents utilizing a service request tracking system.
  • After exhausting all available resources, escalate issues to the next level of support while retaining ownership of the incident, including documenting, tracking, monitoring and communicating with the customer with the goal of ensuring timely resolution.
  • Install approved software and drivers for end users and assist users with Software installs via our Self-Service Tools.
  • Train end users on new technology.


St. Catherine University in St. Paul/Minneapolis, Minnesota, is a comprehensive Catholic university and home to one of the nation's largest colleges for women, with associate and graduate programs for all genders. Founded by the Sisters of St. Joseph of Carondelet in 1905, the University integrates liberal arts and professional education within the Catholic traditions of intellectual inquiry and social teaching. Committed to excellence and opportunity, St. Catherine enrolls nearly 5,000 students in certificate, associate, baccalaureate, master's and doctoral programs in traditional day and evening/weekend/online formats.

Minimum Qualifications
  • One year of experience in a help desk position
  • Experience conveying technical issues to a non-technical audience, patiently answering customer questions and explaining solutions
  • Experience effectively collaborating with colleagues and customers who are from a variety of cultural backgrounds
  • Experience troubleshooting questions and finding solutions in a helpful and supportive fashion
  • Experience working in a rapidly evolving environment

Preferred Qualifications
  • Experience using ServiceNow for ticket and incident tracking
  • Experience creating/updating Help guides
  • Experience providing technical support in a Higher Education environment.


We seek creative, adaptable faculty and staff who enjoy working in a university climate that promotes cultural diversity, multicultural understanding, and cultural fluency. Consistent with the university's commitment to women, diversity and social justice, preference will be given to candidates who manifest these themes in their experience and service.

EEO Statement

St. Catherine University is an equal opportunity employer. Our commitment to inclusion reflects the central value of the Sisters of St. Joseph of Carondelet to “love of neighbor without distinction” and provides a learning and working environment that is enriched by the diversity of all our members. Individuals of religious, racial, ethnic, gender identity, nation of origin, or disability groups that have traditionally had less representation in higher education are encouraged to apply. Should you need an interview accommodation please contact us at hr@stkate.edu or 651-690-6565.

Application instructions for STAFF

Visit St. Kate Careers to apply. Three references and successful completion of a background check will be required for employment. Application deadline is May 17, 2021.


St. Catherine University
2004 Randolph Avenue, St. Paul, MN 55105
Equal Opportunity Employer / Drug Free Workplace / Tobacco Free Workplace



Our university is a proud member of the Upper Midwest HERC and is committed to recruiting and retaining outstanding and diverse faculty and staff and assisting dual career couples. For more information and to find other higher education jobs in the Upper Midwest region, visit: www.uppermidwestherc.org.

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