The College is growing with regard to faculty, staff, students and space allocation. We will soon have faculty and staff in four buildings on the Boston Campus and are expanding campuses globally. The Service Desk Analyst will provide Faculty, Staff, and Students within Khoury community with hardware, software, and account support for Khoury systems and services. Reporting to the Director of IT this person will act as the primary support provider for the Khoury Systems group by creating, prioritizing, and escalating complex support requests through in-person, phone, and email requests from our users in the Service Now platform and working with both ITS service desk and tier 3 engineers to quickly provide high quality solutions to IT problems.
Additionally, this person will:
Provide detailed documentation of all implementations, changes, and solutions resulting from desktop and application support activities
Take a proactive approach to providing immediate and long-term solutions to issues and anomalies
Facilitate onboarding and training new staff/faculty, including contributing to documentation, tutorials, and creation of knowledge articles on how to access and utilize university and Khoury resources.
Create, update, and maintain Khoury knowledge articles in ServiceNow
Provision machines using automated processes delivered by the Linux and Windows administration groups
Oversee the Khoury student workforce, including Lab Admins and Lab Proctors
Develop and contribute to tools to automate complex system administration tasks utilizing advanced scripting tools like PowerShell, Shell Scripting, and Python
Maintain the inventory and asset distribution of Khoury equipment
Utilize Mobile Device Management tools to administer laptop, tablet, and VR headset devices through creation of MDM Policies and configuration management
Maintain the Systems Suite environment to project a professional and organized group
Provide assistance to staff and faculty in remote campuses through telephone and remote support tools
Proactively problem solve and develop innovative solutions and processes for the advanced support needs of Khoury faculty and students