University IT Service Desk Analyst

Job Title: IT Service Desk Analyst

Location: Palo Alto, CA

Pay Range: $27/hr. - $31/hr.

What's the Job?

Under direct supervision, provide technical support to end-users for computer hardware, software, network, collaboration, communication, and productivity tools via phone, live chat, remote desktop, and messaging. You will also record the details of every customer interaction and advance complex issues to more senior technicians for resolution.

CORE DUTIES:

• Provide first line of response to requests for various hardware, software, peripherals, and networking technical assistance. Provide remote problem resolution when possible.
• Resolve basic end-user problems, escalate as appropriate.
• Install, upgrade, configure, and solve computing and communication devices and peripherals.
• Perform, schedule, and monitor system alerts, work queues, back-ups, and recovery activities.
• Apply security standard methodologies.
• Ensure users are assigned appropriate resources.
• Other duties may also be assigned

MINIMUM REQUIREMENTS:
Education & Experience:

• Experience with various operating systems and computing devices.
• Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.

Knowledge, Skills, and Abilities:

• Good communication and interpersonal skills.
• Ability to provide excellent client service.
• Ability to apply diagnostic techniques for problem troubleshooting.
• Ability to apply information technology standard methodologies, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
• Familiarity with ITSM Ticketing systems, such as ServiceNow, Remedy or ZenDesk.
• Familiarity with remote desktop tools.

Certifications and Licenses:
None

PHYSICAL REQUIREMENTS:

• Constantly perform desk-based computer tasks.
• Frequently sitting, using a telephone, grasping lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
• Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
• Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.
• Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of:Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis, Talent Solutions, and Jefferson Wells - creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.