Job Description
Job Description
Summary:
NUC University operates a geographically diverse, virtual Service Desk using Support Teams comprised of Support Analysts and Specialists. Each team contains IT technicians who may be asked to answer phone inquiries one day, triage Help Desk tickets the next day, and visit a user the third day.
The IT Service Desk Analyst III is a senior-level technical support role within the Service Desk team.
This position provides Tier 3 support and serves as a subject matter expert in one or more specialized areas of IT. The Analyst III is responsible for resolving complex technical issues, mentoring junior analysts, and contributing to the continuous improvement of support processes. This role may be based at a specific campus, centralized location, or remote, and requires flexibility to support a geographically distributed user base.
Essential duties and responsibilities:
- Monitors the ticketing system and extracting tickets in their specific field and then takes appropriate action to resolve client issues within the time required by NUC
- Provide advanced technical support for escalated incidents and service requests across hardware, software, and network systems
- Act as a technical lead for specialized systems or platforms (e.g., LMS, CRM, cybersecurity, endpoint management)
- Collaborate with IT teams and vendors to resolve persistent or high-impact issues
- Develop and maintain documentation for troubleshooting procedures, knowledge base articles, and technical workflows
- Mentor and coach Tier 1 and Tier 2 analysts, guiding on complex issues and professional development
- Participate in IT projects, including system upgrades, deployments, and process automation initiatives
- Monitor and analyze service desk metrics to identify trends and recommend improvements
- Ensure compliance with IT policies, security standards, and service level agreements (SLAs)
- Provide after-hours support as needed for critical incidents or scheduled maintenance
Minimum Requirements:
- Bachelor's degree in Information Technology, Computer Science, or related field
- Must be able to read, write, and speak English and Spanish
- Minimum of 4 years of experience and/or training that includes desktop support, maintenance, and design in a related field
- Excellent analytical and problem-solving skills
- Strong verbal and written communication skills
Benefits We Offer:
- Medical/Dental/Vision Insurance
- 401(k) with an Employer Match / Paid Time Off
- Short-Term and Long-Term Disability / Group and Supplemental Life & AD&D
- Educational and Professional Development Program
Equality Employment Opportunity / Affirmative Action for minorities/Females/People with Disabilities/Veterans