Senior Help Desk Analyst

The primary purpose of this position is to assist our students, faculty and colleagues, while providing
guidance and support to the Help Desk team/analysts. Assist with identifying, researching, and resolving
technical issues using critical thinking and problem resolution skills. Performs deep analysis of tickets,
trends, SLA's, problem management.

• Answer all Help Desk calls, chats, tickets, voicemails and emails within a timely manner.
• Limited shift responsibilities including handling of escalation calls from Help Desk analysts when
  no management is available, escalation of technical issues to the NOC when necessary.
• Creates IT Communications about impairments, outages and resolutions when necessary.
• Escalate issues to Help Desk management team when appropriate.
• Act as new hire mentor and provides training on use of Incident Management System.
• Recommend changes in policies/procedures.
• Monitor ticket queue daily; assign and/or resolve tickets.
• Identify opportunities to reduce incidences or error occurrences and present analysis and reports to manager.
• Identify opportunities to increase first call resolution.
• Create and update knowledge base articles.
• Perform user acceptance testing and document results per SDLC guidelines.
• Completes other duties as assigned.

#LI-RB1

• BS/BA degree in Computer Science,.
• Minimum three (3) years enterprise experience in Helpdesk Lead role.
• Deep Knowledge of ITIL Framework and use of Incident Management Systems.
• Knowledge of Windows and MacOS networking including DHCP, DNS, WINS, TCP/IP.
• Knowledge of hardware component repair (desktop, notebook, printer, audio visual technologies, other).
• Working Knowledge of the major client software packages (Latest MS Office Productivity Suite,
  MS Teams, Zoom, Anti-Virus, VPN, FTP , Adobe, Cisco Jabber, ServiceNow, audiovisual
  technologies, etc.).
• Experience using (LogMeIn Rescue and Configuration Manager).
• Experience troubleshooting Windows and Macintosh OS. Experience with PowerShell and Scripting.
  Experience supporting mobile devices (iPad, Android, Apple iOS).
• Knowledge of Microsoft Exchange mailbox management.
• Strong customer service and excellent written and oral communication skills along with the ability to work well with others in a team environment.
• High level of understanding of the organization's business systems and processes.
• Technical aptitudeand competency, ability to balance multiple priorities, strong ability to quickly learn software and solve problems with minimal training.
• Ability to work independently, analytical skills, critical thinking skills, proficient in MS office applications.

We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.

Adtalem Global Education (NYSE: ATGE) is a leading healthcare educator and provider of professional talent to the healthcare industry. With a dedicated focus on driving strong outcomes that increase workforce preparedness, Adtalem empowers a diverse learner population to achieve their goals and make inspiring contributions to their communities.

Adtalem is the parent organization of American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine and Walden University. Adtalem and its institutions have more than 10,000 employees and a network of more than 275,000 alumni.

Adtalem was named one of America's Most Responsible Companies 2021 by Newsweek, and one of America's Best Employers for Diversity in 2021 and 2022 by Forbes. Follow Adtalem on,or visitfor more information.