The Service Center Analyst II works independently and under moderate supervision, provides first level customer support. Resolves hardware and software problems within established service level agreements. Serves as an escalation point to level I analysts for more complex or time consuming incidents. Manages incidents and service requests through established incident and request fulfillment processes. Security administrator for various systems. Provides feedback as part of ongoing process improvement activities. Works to automate manual processes. Leads small technical teams as necessary. Trains level I analysts on new processes and technologies. Elevates complex problems to level III analysts in a professional fashion.
The person in this position works under general supervision, is responsible for various shifts, may be subject to over 40 hours per week and/or callback as required, and may also be required to remain on campus immediately before, during, and after severe weather and/or disasters.