Note: The job is a remote job and is open to candidates in USA. The University of Missouri-Columbia's Division of Information Technology is seeking a User Support Analyst to provide IT service and support primarily through phone, email, chat, and remote assistance. The role involves troubleshooting requests, documenting interactions, and contributing to the KnowledgeBase while developing technical and interpersonal skills.

Responsibilities

• Receive, troubleshoot and resolve, or escalate all incoming requests for IT service and support
• Thoroughly and accurately document customer interactions; including a complete description of the request with any associated symptoms, and a detailed synopsis of troubleshooting steps and outcomes
• Help Desk analysts are also expected to regularly utilize and contribute to the Division of IT KnowledgeBase
• Participate in the design, testing and review of products and services deployed and/or supported by the Division of Information Technology
• Continually develop both people and technical skills by attending scheduled training, and use free time to learn new things on own initiative

Skills

• High School diploma
• Residence within the state of Missouri
• Excellent customer skills, including the ability to communicate effectively over the telephone and through various electronic media
• Excellent analytical and problem-solving skills, with an eagerness to continuously learn and apply troubleshooting techniques to the University's constantly changing technology environment
• Willingness and ability to adapt to changing priorities, tasks, and work schedules to meet customer service standards
• Ability to handle multiple requests/calls simultaneously; working under pressure and within certain time constraints
• Being punctual and dependable is a must
• College degree or equivalent work experience with previous experience as a Help Desk analyst
• Demonstrated ability to support Windows and Macintosh operating systems
• Familiarity with Division of Information Technology systems and services

Benefits

• Medical, dental and vision plans
• Retirement
• Paid time off
• Short- and long-term disability
• Paid parental leave
• Paid caregiver leave
• Educational fee discounts for all four UM System campuses

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