The Help Desk Analyst in an Information Technology (IT) Support role serves as the first point of contact for faculty, staff, students, and university stakeholders who encounter hardware or software issues. This position provides remote technical support, troubleshooting a range of IT-related problems related to computers, software applications, storage, networking, and other hardware devices. The Analyst is responsible for accurately diagnosing user issues and responding to queries or complaints, ensuring timely resolution or escalation when necessary. In this role, the Analyst contributes to the overall performance and effectiveness of IT services by providing essential support in troubleshooting and maintaining systems. As part of a collaborative team within the IT Support function, the Help Desk Analyst plays a key role in supporting the university's technological infrastructure. They utilize their technical knowledge to manage and maintain information technology systems, helping users navigate through their technical challenges. The position requires a good understanding of various IT systems, enabling the Analyst to assist users effectively. The Analyst’s role is also crucial in supporting the transition from legacy systems to newer technologies, ensuring smooth processes and continuous improvement in the use of installed IT solutions. The Help Desk Analyst position is categorized as an individual contributor role, where the employee primarily works through independent efforts while also collaborating with a team. These positions typically require an intermediate level of experience and education but do not involve independent decision-making. The role involves balancing the autonomy of resolving user issues with the responsibility of contributing to team goals and maintaining service quality. The Analyst’s work is essential in ensuring efficient IT operations and supporting the transition to new technologies while maintaining a high standard of service across the institution.