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Service Desk Analyst

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.  To apply for the job, please click the Apply for this Job link.

Please Note: Internal Applicants (current benefits-eligible employees only) must login to the applicant portal before clicking “apply for this job” in order to access the internal application.

Northeastern University Employee Benefits

Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by the law. Northeastern University is an E-Verify Employer.

Posting Details

Certain positions will be posted internally for 5 business days from the posting date. External Candidates please be sure to use the External Application form. If the External Application form is not available, this posting is not yet open to External Candidates.

Position Information

Position Title Service Desk Analyst
Requisition Number STFR004378
Division/College Information Technology Services
Interdisciplinary Division/College Not Applicable
Location Boston Main Campus
Full-time/Part-time Full Time
Grade 11
Posting Date 02/16/2018

The Division of Information Technology Services is currently seeking a talented individual to fill the role of Service Desk Analyst. As part of the customer services team, the service desk analyst will provide support in-person, electronically, or by phone, training, and technology consultation to faculty, staff students and partners relating to effective use of technologies at Northeastern, including computer, audiovisual, mobility, telephony, network connectivity, and various software applications. Thoroughly documents all work completed into the appropriate call-tracking and incident management systems. Documentation includes a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution. Follows known processes and best practices, and identifies and actively works towards improvements. Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and external customers. Assists in troubleshooting Tier I , Tier II and some Tier III level issues and notification of enterprise problems. Ensures appropriate and accurate escalation of incidents that require resolution by other ITS groups beyond the Service Desk. Provides reports and statistical analysis upon request. Partners with other ITS groups and acts as a subject matter expert for the Service Desk. Participates in project development and roll out implementation. Provides expert consultation on technology both current and future to various departments and colleges. Must be adept and passionate about learning new technologies and services. Must be passionate about supporting customers.

To ensure that essential services are provided to the university community, the employee will be required to work outside his/her regular working hours and on some university holidays.


A Bachelor’s degree is preferred, but not required. The ideal candidate will have a minimum of 4 years applicable experience.

Extensive experience supporting connectivity, mobile devices personal computers, MacIntosh and Windows desktops and laptops, and Microsoft Outlook and other Microsoft applications as well as a portfolio of software applications for both personal productivity and collaboration. Experience in AV media and telephony a plus. ITIL, A+, Mac and Microsoft product certifications are a plus.

An understanding of knowledgebase general concepts with a passion for providing an end user self-help experience is required. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. Familiarity with service desk applications and/or incident management environments desired. Excellent interpersonal, communication and organizational skills are required.

A flexible schedule is a must as the Service Desk hours may include evenings, holidays, and weekends.

Additional Information

A criminal background check is required for this position.

Available schedules are:

Sunday-Thursday, 3 pm -12 am
Tuesday-Saturday, 3 pm – 12am

Documents Needed to Apply

Required Documents
  1. Resume
  2. References
Optional Documents

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. Do you have a Bachelor's degree?
    • Yes
    • No
    • Pending