Marquette University
Posting Details
Posting Details
Posting Number NA01527
Position Information
Position Title IT Service Desk Analyst
State
Employment Status Full Time
Position Status Regular
If Limited Term (End Date of Assignment, Project, or Grant)
Position Type Staff
Job Family Information Technology
# Hours Per Week 37.5
Position Overview
Be The Difference Begins with Great People.
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.
IT Service Desk Analyst is a member of the Marquette University Information Technology Services (ITS) Division's Support Services team which includes the ITS Service (Help) Desk, Desktop Support & Management, and Build & Deploy Team. The ITS Service Desk is the single point of contact for all Marquette University students, faculty, and staff IT and telecommunications related requests. It is where questions, issues and service requests are logged, categorized, prioritized, and followed through to completion. The ITS Service Desk provides tier 1 and 2 client support for all technical issues related to hardware, software, printing, connectivity, mobile technology, and authentication.
At the direction of the Help Desk Manager, the IT Service Desk Analyst serves as an escalation point for incidents that cannot be resolved by Student Help Desk analysts. The ideal candidate will demonstrate sound customer service, information technology service management (ITSM), analytical, and technical skills. Also, they must have excellent communication skills to resolve issues and set expectations with the various IT teams and partners, colleges, and departments throughout Marquette University. In addition, The IT Service Desk Analyst serves as the process lead for handling Scantron test forms as needed and oversees the students-employees who handle these requests.
Duties and Responsibilities
1. With minimal supervision, receive requests for IT Services assistance via telephone calls, email, chat, walk-up or written request; work with customers to analyze, troubleshoot and resolve technology issues in a timely fashion. When unable to come to resolution, log the request into the incident tracking system.
2. Oversee the Scantron test process and student scanning assistants who carry out these requests.
3. Resolves second level issues and is an escalation point and subject matter expert to Student Help Desk Analysts.
4. Follow-up or escalate to other tiers of support as necessary, documenting all troubleshooting steps taken.
5. Create and maintain documentation as work environment evolves and as directed.
6. Assist in the training of student employees.
7. Adherence to SLA's for call answer rates, drop call rates, first call resolutions, total ticket resolution.
8. Works with and makes recommendations to the Help Desk Manager
Required Knowledge, Skills and Abilities
High school diploma with a minimum of 3-5 years of experience in a level 1 and/or level 2 IT technician role - OR - an associate degree in a related field with a minimum of 1-3 years of experience in a level 1 and/or level 2 IT technician role
Competent in identifying and resolving a full range of first and second level IT requests and issues
Promotes and exhibits an excellent customer service mindset
Strong analytical and problem-solving skills
Effective communication skills
Ability to complete multiple simultaneous tasks in a timely manner
Basic typing skills of at least 40 WPM
Work history showing progressively increased responsibilities
The ability to occasionally lift/push/pull objects up to 25lbs
Willingness and availability to work some weeknight and weekend hours
Preferred Knowledge, Skills and Abilities
Bachelor's degree in computer science or related field is preferred
CompTIA A+ certification
MTA: Windows Operating System Fundamentals certification
HDI Support Center Analyst (HDISCA)
Department IT Services
Posting Date 10/22/2025
Closing Date
Special Instructions to Applicants
EOE Statement
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.
Posting Details
Posting Number NA01527
Position Information
Position Title IT Service Desk Analyst
State
Employment Status Full Time
Position Status Regular
If Limited Term (End Date of Assignment, Project, or Grant)
Position Type Staff
Job Family Information Technology
# Hours Per Week 37.5
Position Overview
Be The Difference Begins with Great People.
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.
IT Service Desk Analyst is a member of the Marquette University Information Technology Services (ITS) Division's Support Services team which includes the ITS Service (Help) Desk, Desktop Support & Management, and Build & Deploy Team. The ITS Service Desk is the single point of contact for all Marquette University students, faculty, and staff IT and telecommunications related requests. It is where questions, issues and service requests are logged, categorized, prioritized, and followed through to completion. The ITS Service Desk provides tier 1 and 2 client support for all technical issues related to hardware, software, printing, connectivity, mobile technology, and authentication.
At the direction of the Help Desk Manager, the IT Service Desk Analyst serves as an escalation point for incidents that cannot be resolved by Student Help Desk analysts. The ideal candidate will demonstrate sound customer service, information technology service management (ITSM), analytical, and technical skills. Also, they must have excellent communication skills to resolve issues and set expectations with the various IT teams and partners, colleges, and departments throughout Marquette University. In addition, The IT Service Desk Analyst serves as the process lead for handling Scantron test forms as needed and oversees the students-employees who handle these requests.
Duties and Responsibilities
1. With minimal supervision, receive requests for IT Services assistance via telephone calls, email, chat, walk-up or written request; work with customers to analyze, troubleshoot and resolve technology issues in a timely fashion. When unable to come to resolution, log the request into the incident tracking system.
2. Oversee the Scantron test process and student scanning assistants who carry out these requests.
3. Resolves second level issues and is an escalation point and subject matter expert to Student Help Desk Analysts.
4. Follow-up or escalate to other tiers of support as necessary, documenting all troubleshooting steps taken.
5. Create and maintain documentation as work environment evolves and as directed.
6. Assist in the training of student employees.
7. Adherence to SLA's for call answer rates, drop call rates, first call resolutions, total ticket resolution.
8. Works with and makes recommendations to the Help Desk Manager
Required Knowledge, Skills and Abilities
High school diploma with a minimum of 3-5 years of experience in a level 1 and/or level 2 IT technician role - OR - an associate degree in a related field with a minimum of 1-3 years of experience in a level 1 and/or level 2 IT technician role
Competent in identifying and resolving a full range of first and second level IT requests and issues
Promotes and exhibits an excellent customer service mindset
Strong analytical and problem-solving skills
Effective communication skills
Ability to complete multiple simultaneous tasks in a timely manner
Basic typing skills of at least 40 WPM
Work history showing progressively increased responsibilities
The ability to occasionally lift/push/pull objects up to 25lbs
Willingness and availability to work some weeknight and weekend hours
Preferred Knowledge, Skills and Abilities
Bachelor's degree in computer science or related field is preferred
CompTIA A+ certification
MTA: Windows Operating System Fundamentals certification
HDI Support Center Analyst (HDISCA)
Department IT Services
Posting Date 10/22/2025
Closing Date
Special Instructions to Applicants
EOE Statement
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.