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Service Desk Analyst II

Emory University

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Original Job Summary

Overview

Discover Your Career at Emory University. Emory University is a leading research institution that fosters excellence and prepares future leaders. The Service Desk Analyst II supports faculty, staff, and students to maintain optimal IT functionality and satisfaction.

Key Responsibilities

  • Support end users by resolving moderately complex IT issues.
  • Identify issue patterns and propose preventive solutions.
  • Utilize customer relationship management tools to verify location and equipment.
  • Create Major Incident Notifications and assign tickets to IT resources.
  • Escalate unresolved issues to Tier 2 and Tier 3 support.
  • Contribute to knowledge base updates and staff training.
  • Collaborate with management to optimize service desk processes.

Minimum Qualifications

High school diploma and three years of relevant IT service desk experience, or an equivalent combination of education, training, and experience.

Additional Details

This position supports remote work with occasional visits to an Emory University location; candidates must reside in the State of Georgia.

Key Skills/Competency

  • IT support
  • Incident management
  • Customer service
  • Technical troubleshooting
  • Communication
  • Knowledge management
  • CRM tools
  • Team collaboration
  • Problem solving
  • Process improvement

How to Get Hired at Emory University

🎯 Tips for Getting Hired

  • Research Emory University: Understand their mission, culture, and academic excellence.
  • Customize resume: Highlight IT support and problem solving skills.
  • Practice technical interviews: Prepare for troubleshooting and incident management questions.
  • Network on LinkedIn: Connect with current IT staff and alumni.

📝 Interview Preparation Advice

Technical Preparation

Review IT troubleshooting protocols.
Study CRM tool operations.
Practice incident management procedures.
Refresh IT policies and knowledge base content.

Behavioral Questions

Describe a complex problem solved independently.
Explain your teamwork experience in IT support.
How do you handle high-pressure incidents?
Share an example of process improvement.