Service Desk Analyst II - Goizueta Business School
Company: Emory University
Location: Atlanta, GA 30322
Type: Full-time
Posted: 2026-05-05
About this role
Discover Your Career at Emory University:
Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the excellence of our academic community.
Description:
The Service Desk Analyst II provides front-line IT support to faculty, staff, and students, independently resolving moderately complex technical issues while ensuring high levels of customer satisfaction. This role plays a key part in incident and knowledge management, service improvement, team collaboration, while maintaining clear, consistent communication. The position also includes hands-on support for classroom technology and preparation of enterprise-managed devices to meet the institutional needs of the Goizueta Business School.
KEY RESPONSIBILITIES:
- Supports faculty, staff and students to maintain customer functionality and satisfaction.
- Independently resolves most moderately complex IT issues.
- Recognizes patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies.
- Processes customer information and verifies location and equipment through customer relationship management tool.
- Maintains a strong understanding of IT functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) staff.
- Alerts SD management and staff resources to provide rapid responses to incidents, problems and outages.
- Interacts with customers to collect information, clarify needs and to determine courses of action.
- Troubleshoots issues and researches issue origins to resolve tickets.
- Escalates remaining issues to Tier 2 and Tier 3 to ensure customer incidents are resolved.
- Collects and analyzes SD information and activities to assist with identifying potential service interruption issues.
- Alerts SD management and service owners to confirm and validate MINs.
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