[Remote] USER SUPPORT ANALYST-REMOTE

Note: The job is a remote job and is open to candidates in USA. The University of Missouri-Columbia is seeking a User Support Analyst to provide IT service and support to university customers. The role involves troubleshooting and resolving or escalating requests, documenting customer interactions, contributing to the IT KnowledgeBase, participating in product and service testing, and continually developing technical and interpersonal skills.

Responsibilities

• Receive, troubleshoot and resolve, or escalate all incoming requests for IT service and support. This is primarily done over the telephone, e-mail, chat, and remote assistance
• 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

• 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
• Variable hours, may require weekend shifts. Work remotely
• Employment visa sponsorship is not available for this position
• 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

• Work remotely
• 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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