Job Summary
- Company
- Education Management Corp.
- Location
- Pittsburgh, PA 15222
- Industries
- All
- Job Type
- Full Time
- Employee
- Education Level
- Associate Degree
- Career Level
- Experienced (Non-Manager)
- Job Reference Code
- PCK469-3707
IT Desktop Support Analyst
About the Job
Education Management Corporation is among the largest providers of private post-secondary education in North America, based on student enrollment and revenue, with 88 locations in 28 U.S. States and Canada. Headquartered in Pittsburgh, Pennsylvania, Education Management employs approximately 16,000 full-time, part-time and adjunct faculty and staff and Fall 2007 enrollment of 110,000 students.
EDMC has proudly provided career-focused education for more than 40 years. Our value system is founded in the belief that excellence in education is measured by practical outcomes that enhance the lives of our students, enabling them to make important contributions in their workplace and in their communities. For years, our faculty and staff have been committed to educating students who care about the world around them, and strive to contribute in meaningful ways. Wherever an EDMC school can be found — a big city or a small town, the common thread that joins our schools and our students is the value of education in one's own career and life.
Job ID: 1095
Position Description:
________________________________________
Summary: Responsible for providing day-to-day technical support.
Incumbent must assure that the EDMC philosophy: quality services to clients; development, growth, involvement, and recognition of employees; sound economic principles; and environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position.
________________________________________
Key Job Elements:
1. Answer help desk phone calls in a professional and friendly manner, respond to emails, and direct requests and reservations, route inquiries, issue work orders, and establish ticket priorities for both administrative and classroom needs. All calls are followed up on and recorded in a timely and acceptable time frame.
2. Maintains direct relationship between school and CS IT Call Center. Track Altris tickets in referencing, forwarding, and follow-up on specific call tickets for school administrative staff.
3. Maintains all local help desk tickets and MAC requests together with related logs, help desk files and related help desk information, including databases, inventories, schedules, policies and procedures as necessary.
4. Provides regular help desk ticket reports, status reports, phone logs, lab utilizations, and other key metrics and ensures these reports are submitted timely, clearly, precisely and professionally.
5. Uses help desk equipment such as desktop computer, printer, copiers, fax machines, and bar code scanners. Tracks expenses for the help desk and submits for payment. Orders and maintains supplies as necessary for the Technology dept.
6. Performs or assists with special projects as assigned such as: data entry, collation of large documents, data checking, training general administrative staff on the help desk, applications or policies; performing inventory audits, deployments of equipment, etc and taking responsibility for outcomes of such projects.
7. Acquires specialized knowledge of the functional area within which job is performed, e.g. Altiris help desk software; business software including MS Windows and Office XP, including Access, Excel, Powerpoint, and Outlook; Apple OSX, network applications such as OLS, CARS, Lawson, Campus 2000, and Hyperion; and Tier 1 hardware troubleshooting for desktop computers, printers, and peripherals; reporting relationships and job duties of other staff within the Technology Department.
8. Other duties as assigned.
Position Requirements:
1. Knowledge:
a) Associates degree in a related technology field required.
b) Three years of solid experience providing call center support in a fast paced environment preferably in a post-secondary institution.
c) Experience in database programs such as SQL a plus.
d) Two or more years of experience using Altiris helpdesk software
2. Skills:
a) Excellent written and verbal communication skills.
b) Strong interpersonal skills with both faculty and student populations.
c) Superior organization, prioritization, self-motivation, and problem resolution skills.
d) Personal computing skills: proficiency in Microsoft Office XP including Word, Excel, Access, Powerpoint, and Outlook.
e) Previous experience using call center packages and tracking software.
3. Abilities:
a) Ability to analyze problems and recommend solutions.
b) Ability to interact effectively as either a leader or as a member of a team and work collaboratively with other departments.
c) Ability to listen to customers (e.g. students, staff, etc.) and to understand and respond positively to their requests
d) Ability to work without close supervision and to set ones own priorities.
e) Ability to frequently lift up to 25 pounds and occasionally lift up to 50 pounds with assistance.
Position Attributes:
Reports To: Director of Technology, Technology Support Supervisor, Academic Technology Supervisor or Call Center Manager
Supervises: None
Interacts With: Systems staff, ais media services supervisors, technology department, outside vendors, faculty, staff and students.
Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.
While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office or school, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.
Notice
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Education Management LLC is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student and graduate success. We are committed to building and developing a diverse environment where a variety of ideas, cultures and perspectives can thrive.
.
EDMC has proudly provided career-focused education for more than 40 years. Our value system is founded in the belief that excellence in education is measured by practical outcomes that enhance the lives of our students, enabling them to make important contributions in their workplace and in their communities. For years, our faculty and staff have been committed to educating students who care about the world around them, and strive to contribute in meaningful ways. Wherever an EDMC school can be found — a big city or a small town, the common thread that joins our schools and our students is the value of education in one's own career and life.
Job ID: 1095
Position Description:
________________________________________
Summary: Responsible for providing day-to-day technical support.
Incumbent must assure that the EDMC philosophy: quality services to clients; development, growth, involvement, and recognition of employees; sound economic principles; and environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position.
________________________________________
Key Job Elements:
1. Answer help desk phone calls in a professional and friendly manner, respond to emails, and direct requests and reservations, route inquiries, issue work orders, and establish ticket priorities for both administrative and classroom needs. All calls are followed up on and recorded in a timely and acceptable time frame.
2. Maintains direct relationship between school and CS IT Call Center. Track Altris tickets in referencing, forwarding, and follow-up on specific call tickets for school administrative staff.
3. Maintains all local help desk tickets and MAC requests together with related logs, help desk files and related help desk information, including databases, inventories, schedules, policies and procedures as necessary.
4. Provides regular help desk ticket reports, status reports, phone logs, lab utilizations, and other key metrics and ensures these reports are submitted timely, clearly, precisely and professionally.
5. Uses help desk equipment such as desktop computer, printer, copiers, fax machines, and bar code scanners. Tracks expenses for the help desk and submits for payment. Orders and maintains supplies as necessary for the Technology dept.
6. Performs or assists with special projects as assigned such as: data entry, collation of large documents, data checking, training general administrative staff on the help desk, applications or policies; performing inventory audits, deployments of equipment, etc and taking responsibility for outcomes of such projects.
7. Acquires specialized knowledge of the functional area within which job is performed, e.g. Altiris help desk software; business software including MS Windows and Office XP, including Access, Excel, Powerpoint, and Outlook; Apple OSX, network applications such as OLS, CARS, Lawson, Campus 2000, and Hyperion; and Tier 1 hardware troubleshooting for desktop computers, printers, and peripherals; reporting relationships and job duties of other staff within the Technology Department.
8. Other duties as assigned.
Position Requirements:
1. Knowledge:
a) Associates degree in a related technology field required.
b) Three years of solid experience providing call center support in a fast paced environment preferably in a post-secondary institution.
c) Experience in database programs such as SQL a plus.
d) Two or more years of experience using Altiris helpdesk software
2. Skills:
a) Excellent written and verbal communication skills.
b) Strong interpersonal skills with both faculty and student populations.
c) Superior organization, prioritization, self-motivation, and problem resolution skills.
d) Personal computing skills: proficiency in Microsoft Office XP including Word, Excel, Access, Powerpoint, and Outlook.
e) Previous experience using call center packages and tracking software.
3. Abilities:
a) Ability to analyze problems and recommend solutions.
b) Ability to interact effectively as either a leader or as a member of a team and work collaboratively with other departments.
c) Ability to listen to customers (e.g. students, staff, etc.) and to understand and respond positively to their requests
d) Ability to work without close supervision and to set ones own priorities.
e) Ability to frequently lift up to 25 pounds and occasionally lift up to 50 pounds with assistance.
Position Attributes:
Reports To: Director of Technology, Technology Support Supervisor, Academic Technology Supervisor or Call Center Manager
Supervises: None
Interacts With: Systems staff, ais media services supervisors, technology department, outside vendors, faculty, staff and students.
Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.
While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office or school, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.
Notice
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Education Management LLC is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student and graduate success. We are committed to building and developing a diverse environment where a variety of ideas, cultures and perspectives can thrive.
.
Benefits:
We offer a competetive compensation and benefits package with growth opportunity. Visit our website at www.edmcohe.jobs for more information and to apply. EOE
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Education Management Corp.
