Service Desk Analyst

The University of Alaska Fairbanks seeks two energetic, tech-savvy people-persons to join the team as Service Desk Analysts. The Service Desk is a member of the Nanook Technology Services team and serves UAF and UA customers as the first point of contact for technology support. You will work directly with students, faculty, and staff to understand their needs and resolve issues with desktops, laptops, applications, resource access, and more! If this position is what you have been searching for, don't wait, apply today as we are hiring for two positions!

Growth in this role includes developing expertise across the portfolio of technology services UAF and OIT offer, including Canvas, Blackboard, and Google Suite. You will use that knowledge to assist customers on the phone, over chat, in person, through emails, and via the service request platform.

If this sounds like you, please include a one-page cover letter describing how your background and qualifications are a fit for this position in addition to your résumé and online application.

Effective communication and people skills come into play as you work in diverse teams focused on identifying and improving technology solutions. As your knowledge and expertise grow, you will participate in project teams and collaborations across the UA system.

Inclusion and diversity are core values at UA. We are interested in candidates with demonstrated experience engaging in an inclusive environment who are passionate about helping people from diverse backgrounds be successful.

To thrive in this role, the successful candidates will need to possess the following:

CUSTOMER SERVICE SKILLS:
• Excellent communication and interpersonal skills to interact effectively with customers.
• Ability to explain technical concepts and solutions to non-technical individuals.
• Strong customer service orientation and ability to provide support with empathy and
  patience.
TECHNICAL AND ANALYTICAL SKILLS:
• Proficient in troubleshooting hardware and software issues, including desktops, laptops,
  printers, and mobile devices.
• Basic understanding of computer hardware components and peripherals.
• Knowledge of Microsoft Office Suite, Google Workspace Suite and other common
   business applications.
• Critical thinking aptitude to solve complex problems.
TEAMWORK AND COLLABORATION:
• Ability to work effectively in a team environment and collaborate with colleagues.
• Willingness to share knowledge, contribute to team discussions, and assist teammates.
• Must be able and committed to work within a purpose-focused, culture of accountability
  where you own your results.
TECHNICAL AND ANALYTICAL SKILLS:
• Strong understanding of operating systems such as Windows, macOS, and Linux.
• Experience with Active Directory, user account management, and permissions.
• Logical thinking and troubleshooting methodologies to isolate and resolve problems.
DOCUMENTATION AND REPORTING:
• Ability to accurately document support requests, troubleshooting steps, and solutions.
• Proficiency in creating clear and concise technical documentation and knowledge articles.

Minimum Qualifications:

Associates degree and 3 years experience in a relevant field (i.e. Information Technology or related field), or an equivalent combination of training and experience. Strong customer service skills and abilities.

Position Details:

This position is located onsite on the Troth Yeddha' campus in Fairbanks, Alaska. This is a full-time, non-exempt staff position complete with both a competitive salary and full employee benefits package. UA provides a generous compensation package that includes retirement options, annual leave, 12 paid holidays per year, tuition waivers for employees and family members, and affordable medical, dental and vision care coverage. New hires will be placed on the UA Staff Salary Schedule, Grade 78, based on education and experience.  Hiring for two positions.

Applications will be reviewed on Tuesday, July 30, 2024.  To ensure consideration, please apply by 11:55 PM, Alaska Standard Time, on Monday, July 29, 2024. 

Please attach a Cover Letter, Resume and the names and contact information for three professional references.

*To be eligible for this position, applicants must be legally authorized to work in the United States without restriction.  Applicants who now or may in the future require visa sponsorship to work in the United States are not eligible.

The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.

UA is an affirmative action/equal opportunity employer, educational institution and provider and prohibits illegal discrimination against any individual: www.alaska.edu/nondiscrimination.

The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.

Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.

If you have any questions regarding this position, please contact Lee Ann Amerson, Nanook Technology Services HR Coordinator, at lamerson@alaska.edu or (907) 474-6664.

All employees at the University of Alaska are expected to uphold the highest standards of ethics and professionalism when conducting or engaged in university business.

*Each university within the University of Alaska system publishes an Annual Security and Fire Safety Report which contains information regarding campus safety and security including topics such as: campus law enforcement authority; crime reporting policies; campus alerts (Timely Warnings and Emergency Notifications); fire safety policies and procedures; programs to prevent dating violence, domestic violence, sexual assault and stalking; the procedures the University will follow when one of these crimes is reported; and other matters of importance related to security on campus. The report also contains information about crime statistics for the three most recent calendar years concerning reported crimes that occurred on campus; in On-Campus Student Housing Facilities; in Noncampus buildings or property owned or controlled by the University or a recognized student organization; and on public property within, or immediately adjacent to and accessible from, the campus.  The report also contains fire statistics for any fires occurring in an On-Campus Student Housing Facility during the three most recent calendar years.  

Access to the reports is available at:

UAA: (Addresses Anchorage campus, Aviation Technology Complex, JBER - Elmendorf Extension, JBER - Richardson Extension, Kenai Peninsula College - Kachemak Bay campus, Kenai Peninsula College - Kenai River campus, Kodiak College, Kodiak High School Extension, Matanuska-Susitna College, Prince William Sound College, and Prince William Sound College - Cordova Extension) Online: https://www.uaa.alaska.edu/students/safety. Request a paper copy in person: UAA Police Department Office at Room 114 of Eugene Short Hall on the Anchorage campus / UAA Dean of Students Office at Room 122 of Rasmuson Hall on the Anchorage campus. Request a paper copy by mail: 907-786-1120 or police@uaa.alaska.edu / 907-786-1214 or uaa_deanofstudents@alaska.edu. 

UAF: (Addresses Fairbanks Campus, Bristol Bay Campus, Chukchi Campus, Community and Technical College, Kasitsna Bay Campus, Seward Marine Center, Tok Campus, Kuskokwim Campus, and Northwest Campus) Online: https://www.uaf.edu/orca/files/ASFSR.pdf. Request a paper copy in person: UAF Office of Rights, Compliance and Accountability on the 3rd Floor of Constitution Hall. Request a paper copy by mail: 907-474-7300 or uaf-orca@alaska.edu.

UAS: (Addresses the Juneau Auke Bay Campus, Juneau Technical Education Center, Sitka Campus, & Ketchikan Campus) Online: https://uas.alaska.edu/equity-and-compliance/docs/clery/UAS_ASFSR.pdf. Request a paper copy in person: Hendrickson Building, Suite 202 on the Juneau campus. Request a paper copy by mail: 907-796-6371 or emailing uas.clery@alaska.edu.