The Support Desk Analyst plays a significant role in ensuring next level support to MUSC. This position works closely with internal teams to troubleshoot and recommend effective resolutions for optimal end-user experience.

Responsibilities

Reporting to Support Desk Manager, the Support Desk Analyst is responsible for, but not limited to the following:

• Serve as Tier 1 for Workday related tickets providing exceptional technical and customer service
• Use basic troubleshooting techniques and provided Workday scripts to resolve or route issues pertaining to Workday
• Demonstrate effective and efficient troubleshooting and problem-solving skills
• Collaborate with Workday subject matter experts to resolve more complex tickets
• Ensure end-users are updated on progress of issue resolution per support desk standards
• Maintain ticket system and escalate to appropriate Workday Analyst when necessary
• Work closely with Workday teams to identify trends and document solutions
• Share knowledge by creating and maintaining procedural documents and technical instructions

Qualifications

• Bachelor’s degree in an IT related field or related experience
• Experience with IT support-related work or strong desire to learn
• Understanding of Workday
• IT Support ticketing system experience highly valued
• Microsoft Office proficient

Skills

• Next level customer service skills
• Strong troubleshooting skills with high attention to detail
• Ability to collect and analyze information with active listening skills
• Strong collaboration and communication skills
•  Detail-oriented, results-driven, and process-oriented
• Familiarity with a variety of concepts, frameworks, best practices, and procedures within the IT support discipline

Physical Requirements

• Ability to perform job functions in an upright position. (Frequent)
• Ability to perform job functions in a seated position. (Frequent)
• Ability to perform job functions while walking/mobile. (Frequent)
• Ability to climb stairs. (Infrequent)
• Ability to climb ladders. (Infrequent)
• Ability to work indoors. (Continuous)
• Ability to bend at the waist. (Infrequent)
• Ability to twist at the waist. (Infrequent)
• Ability to squat and perform job functions. (Infrequent)
• Ability to perform 'pinching' operations. (Infrequent)
• Ability to fully use both hands/arms. (Frequent)
• Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Frequent)
• Ability to reach in all directions. (Frequent)
• Possess good finger dexterity. (Frequent)
• Ability to maintain tactile sensory functions. (Continuous)
• Ability to lift and carry 25 lbs., unassisted. (Infrequent)
• Ability to lift objects, up to 25 lbs., from floor level to height of 36 inches, unassisted. (Infrequent)
• Ability to lower objects, up to 25 lbs., from height of 36 inches to floor level, unassisted. (Infrequent)
• Ability to push/pull objects, up to 25 lbs., unassisted. (Infrequent)
• Ability to maintain 20/40 vision, corrected. (Continuous)
• Ability to see and recognize objects close at hand. (Continuous)
• Ability to see and recognize objects at a distance. (Frequent)
• Ability to match or discriminate between colors. (Frequent)
• Ability to determine distance/relationship between objects, depth perception. (Frequent)
• Good peripheral vision capabilities. (Frequent)
• Ability to maintain hearing acuity, with correction. (Continuous)
• Ability to hear and understand whispered conversations at a distance of 3 feet. (Frequent)
• Ability to perform gross motor functions with frequent fine motor movements. (Frequent)