IT Operations Analyst
hace 2 semanas
The Madrid Campus of Saint Louis University is seeking applicants for a full-time position of IT Helpdesk Analyst to provide 1st line IT support to Faculty, Staff and Students, as part of the IT Operations Team.
**Responsibilities**:
- Focal point of contact for Faculty, Staff and Students seeking technical assistance.
- Generate, prioritize, and update service tickets and follow up with users in a timely fashion.
- Within skill set, determine the best solution based on the issue and details provided by users.
- Escalate unresolved issues to next level ITS personnel.
- Perform basic troubleshooting of Windows 10 hosts, printers, network devices, and AV equipment.
- Develop and maintain IT documentation (FAQ documents, procedures, help sheets, etc.).
- Collect logs and metrics for helpdesk incidents and deliver periodic reports to supervisor.
- Manage IT inventory and keep track of loaned equipment.
- Perform other duties as assigned.
Education and Qualifications:
- Bachelor´s Degree
- Bilingual English/Spanish.
- At least 2 years of experience as helpdesk technician or other customer support role.
- IT-related certifications or courses are a plus.
- Able to legally work in Spain.
Skills/Competencies
- Excellent communication skills (oral and written) in both English and Spanish.
- Proactive, detail-oriented, able to multitask and work independently.
- Capability to diagnose, troubleshoot, and resolve basic technical issues.
- Customer-focused and able to maintain calm in stressful situations.
- Good understanding of hardware, operating systems, office software, and printers.
- Team player, responsible, punctual, and motivated to learn.
**Job Types**: Full-time, Permanent
**Salary**: 21,000.00€ - 24,000.00€ per year
Work Location: In person
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