IT Service Support Analyst

Are you looking for a new opportunity where you can make the difference in the lives of students and faculty? We’re always looking for highly talented individuals to join our team – people who think big, care deeply, and believe in being the difference in their work and community.

We prioritize student success, access to education, and service in our work to educate well-rounded servant leaders who transform their fields, our society and the world. Our Catholic, Jesuit approach emphasizes student engagement with the world around them and formation of the heart and mind.

We believe in our mission: The search for truth, the discovery and sharing of knowledge, the fostering of personal and professional excellence, the promotion of a life of faith, and the development of leadership expressed in service to others. These core values guide our relationships with our students, each other, and our community.

Marquette University offers a rich and competitive Total Rewards package including medical, dental, vision, 403(b) with up to 8% university match, generous time off package, and tuition benefits for employees, spouses, and dependents with no payback requirement! For more information, please view the Total Rewards Guide.

This is your next opportunity to join an organization that invests in their employees’ career journey by diversifying their skills, deepening their expert knowledge, encouraging a healthy work-life balance, focusing on personal wellbeing, providing leadership training, and sustaining a culture of respect and inclusion.

The primary responsibility of the IT Service Support Analyst is to provide consultation, support, and basic instruction to users of university-owned IT systems, including hardware, software, operating systems, telephony, unified communications, identity management, networking, and AV equipment. This role ensures superior customer service by anticipating needs and communicating technical issues clearly and confidently. Will collaborate with faculty, staff, and IT departments, handles escalated support issues with responsiveness, and maintains accurate incident and service request records using the IT Service Desk ticketing system. Additionally, document solutions and troubleshooting processes for the Service Support Team knowledge base.

1. Provide consultation, support and/or basic instruction to users of university-owned hardware, software, operating systems, telephony, unified communications, identity management, networking, AV equipment and other information technology-based systems.

2. Deliver customer service by anticipating needs, interacting knowledgeably and confidently with users about technical issues in a way they can understand and feel confident with the support provided.

3. Work in a collaborative team environment with the ability to communicate and coordinate with faculty, staff, and all areas within the IT department.

4. Work with IT Service Desk on escalated support issues with a high degree of responsiveness.

5. Provide accurate incident & service request management information as required by using the IT Service Desk ticketing system.

6. Identify and document solutions and troubleshooting materials and processes, for the Service Support Team knowledge base.

7. Resolve problems and service requests efficiently and in a timely manner which may require working beyond the normally scheduled work hours, nights, or weekends.

High school diploma or GED

Minimum of 1 years’ experience in an IT support service-related role to include desktop support (Windows & Mac) and troubleshooting, both on-site and remotely. Compensation will be commensurate with experience.

Must have hands-on experience providing customer service with computer support and have a proficient understanding of how domain joined computers, printers and networks work together.

May require overtime and may be on the on-call rotation.

CompTIA A+, Net+, and MCSA certification. ITIL Foundations certification

It is the policy of Marquette University to provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other applicable federal or state-protected classification.