IT Support Helpdesk Analyst I (Multiple Positions)

Provide first-level technical support through phone, walk-in, teams chats, and Splashtop remote sessions for Health Sciences customers while also assisting with the University's enterprise 24/7 phone queue. Troubleshoot software, operating systems, Microsoft 365 applications, account access, mobile devices, and general technology issues. Document, prioritize, and resolve interactions while providing excellent customer service and appropriate incident escalation when necessary. Collaborate with Service Desk and Enterprise IT teams to ensure timely resolution of customer issues. Coordinate escalations, communicate status updates, and help remove barriers that delay resolution while maintaining a strong focus on customer satisfaction and service excellence. Contribute to the creation and maintenance of knowledge base articles, customer communications and technical documentation to improve service delivery. Knowledge, Skills and Abilities: Excellent customer service and interpersonal communication skills. Strong troubleshooting skills across Windows, macOS, Microsoft 365, mobile devices, printers, and common IT hardware. Ability to diagnose and resolve hardware, software, networking, and account access issues. Knowledge of remote support technologies and enterprise ticket management systems. Ability to communicate technical information clearly to users with varying levels of technical expertise. Ability to prioritize multiple requests while maintaining excellent attention to detail. Ability to work independently and collaboratively within a team environment. Knowledge of IT security best practices, data privacy, and institutional policies. Ability to document technical procedures and contribute to knowledge management resources.