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Service Desk Analyst

Apply now Job no: 501523
Work type: Staff
Location: Boston Main Campus
Categories: Information Technology Services

About Northeastern:

Founded in 1898, Northeastern is a global research university and a world leader in experiential learning. The same commitment to connecting with the world drives our use-inspired research enterprise. The university offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools. Our campuses in Charlotte, N.C., San Francisco, Seattle, and Toronto are regional platforms for undergraduate and graduate learning and collaborative research. Northeastern pursues advanced research in security and materials at the Innovation Campus in Burlington, Massachusetts, and in coastal sustainability at the Marine Science Center in Nahant, Massachusetts.


About the Opportunity:

The Division of Information Technology Services is currently seeking a talented individual to fill the role of Service Desk Analyst. As part of the customer services team, the service desk analyst will provide support in-person, electronically, or by phone, training, and technology consultation to faculty, staff students and partners relating to effective use of technologies at Northeastern, including computer, audiovisual, mobility, telephony, network connectivity, and various software applications. Thoroughly documents all work completed into the appropriate call-tracking and incident management systems. Documentation includes a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution. Follows known processes and best practices, and identifies and actively works towards improvements. Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and external customers. Assists in troubleshooting Tier I , Tier II and some Tier III level issues and notification of enterprise problems. Ensures appropriate and accurate escalation of incidents that require resolution by other ITS groups beyond the Service Desk. Provides reports and statistical analysis upon request. Partners with other ITS groups and acts as a subject matter expert for the Service Desk. Participates in project development and roll out implementation. Provides expert consultation on technology both current and future to various departments and colleges. Must be adept and passionate about learning new technologies and services. Must be passionate about supporting customers.

To ensure that essential services are provided to the university community, the employee will be required to work outside his/her regular working hours and on some university holidays.


Telephone/Desktop / Computer Support to the University Community Provides faculty, staff, and students with 1st, 2nd and some 3rd tier technology and telecommunications support, which includes: troubleshooting operating systems, applications, and network issues, cable issues, answering questions regarding application use, and the installation of software. Ensure proactive measures are taken to identify potential customer problems by reviewing customer history for open issues or trends. Determine root causes of continuing issues. Update knowledge base to reflect changes. Ability to determine when escalation to 3rd tier support and or vendors is required. Document all issues addressed and follow all appropriate procedures established by ITS Customer Services to provide ongoing feedback on all issues. Provide on site warranty evaluation and repairs on university owned equipment. Obtain training to keep current with new technologies that include PC, MAC, Audio Visual, and telephony equipment. Remain warranty certified for PC and Mac equipment.

Technology Evaluation, consultation and Project Participation and Implementation Advise and assist technology administrators in other departments. Develop and nurture relationships with faculty and staff to encourage technology use. Initiate cross- departmental communication concerning current and future technology use, and encourage exploration of technology options. Participate in planning and execution of support for special events and satellite campuses. Overall Classroom support. Project implementation to the university community. This entails project rollout including documentation self-service, service desk, trouble shooting, analyze initial feedback, proactively analyze effect of implementation on user community and environment from the Customer Services perspective. Analyze new technologies and provide recommendations for further analysis and impact. Update Knowledge base as needed for new issues, new technologies and equipment plus fixes to support both technicians and self- service. Train customers to operate and integrate technology equipment.


To ensure that essential services are provided to the university community, the employee will be required to work outside his/her regular working hours and on some university holidays.

A Bachelor’s degree is preferred, but not required. The ideal candidate will have a minimum of 4 years applicable experience.


Extensive experience supporting connectivity, mobile devices personal computers, MacIntosh and Windows desktops and laptops, and Microsoft Outlook and other Microsoft applications as well as a portfolio of software applications for both personal productivity and collaboration. Experience in AV media and telephony a plus. ITIL, A+, Mac and Microsoft product certifications are a plus.

An understanding of knowledgebase general concepts with a passion for providing an end user self-help experience is required. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. Familiarity with service desk applications and/or incident management environments desired. Excellent interpersonal, communication and organizational skills are required. A flexible schedule is a must as the Service Desk hours may include evenings, holidays, and weekends.

Preferred Qualifications:



Salary Grade:


Additional Information:

A criminal background check is required for this position.

The schedule for this position is Tuesday – Saturday, 3 pm – 12 am.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.  Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. 

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other  characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see

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