Part-time Service Desk Analyst

About Solutions Management Group

Founded in 1995 as Midwest Document Systems, Solutions Management Group has grown into a locally owned technology and office solutions provider headquartered in Davenport, Iowa.

We provide a wide range of business technology services, including print and document solutions, technology lifecycle management, workflow automation, integrated support, and structured cabling.

At SMG, we believe exceptional customer service is the foundation of our business and that every employee contributes to our continued growth and success.

Job Purpose

The Service Desk Analyst will provide phone & email based, first level technical support to staff and faculty at the designated Community College. This position requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. This position will focus on First Call Resolution (FCR) and as needed will escalate the incident to the Customer Support Technicians and other areas of the Technology Services department.

Key Responsibilities

• Provides excellent customer service to all Community College staff and faculty

• Answers incoming phone calls and emails promptly and professionally within established Service Level Agreement using Automatic Call Distribution

• Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently

• Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues

• Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications

• Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided

• Works closely with all areas of the Technology Services department to ensure consistent customer support

• Maintains First Call Resolution requirements within established Service Level Agreements

• Ensures accurate and prompt management of escalated or unresolved issues

• Provides collaborative input and feedback towards best practices and improved processes with all areas of Technology Services

• Provides back up support as needed for Student Help Desk

• Maintains confidentiality for all customer profiles

• Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public

Qualifications

• Employee must be able to execute strong customer service skills; at least 2 years of previous customer service experience

• Associate's degree or Certificate/Diploma in computer science or related field

• Strong knowledge of Microsoft-based operating systems and software, emphasizing Windows and Microsoft Office.

Preferred Qualifications

• Basic Active Directory Administration experience

• Experience in a call heavy work environment

• Experience with ITIL methodology

• Experience supporting Higher Education staff and faculty

• Experience supporting end users utilizing Macintosh operating systems

• Experience supporting end users utilizing educational/presentation technology peripherals

• Experience supporting end users utilizing Microsoft SharePoint

Work Schedule

• Part-time, approximately 20 hours per week.
• Monday–Friday between 7:30am-7:30pm; Saturdays from 12:00pm-3:00pm and Sundays from 6:00pm-9:00pm
• Non-exempt position; overtime requires prior supervisor authorization.

Benefits

Solutions Management Group offers the following benefits, subject to eligibility:

• Section 125 Flexible Spending Account
• 401(k) retirement plan with company match
• Holiday Pay
• Paid volunteer time
• Employee Assistance Program (EAP)

Join Our Team

If you have experience supporting accounting operations, enjoy working with customers, and take pride in maintaining accurate financial records, we encourage you to apply and learn more about joining Solutions Management Group.

Solutions Management Group is an Equal Opportunity Employer.