Help Desk Analyst I

DeVry Inc. (NYSE: DV) is the parent organization of DeVry University, Advanced Academics, Ross University, Chamberlain College of Nursing, Apollo College, Western Career College Becker Professional Review, and Fanor. DeVry University, which includes Keller Graduate School of Management, offers associate, bachelor's and master's degree programs in technology, healthcare technology, business and management. Advanced Academics provides online secondary education to school districts throughout the U.S. Ross University offers doctoral degree programs through its schools of Medicine and Veterinary Medicine. Chamberlain College of Nursing offers associate and bachelor's degree programs in nursing. Apollo College and Western Career College prepare students for careers in healthcare through certificate and associate degree programs. Becker Professional Review, which includes Becker CPA Review and Stalla Review for the CFA Exams, provides professional education and exam review for accounting and finance professionals. Based in Brazil, Fanor offers undergraduate and graduate programs in business management, law and engineering through its three schools: Faculdades Nordeste, Faculdade Ruy Barbosa, and Faculdade FTE ÁREA1. For more information, visit http://www.devryinc.com.

Under limited direction from the Help Desk Team Lead, the Help Desk Analyst I is responsible for answering Help Desk calls and tickets in a timely manner and assisting users with various systems issues.  The Help Desk Analyst I maintains a proficient knowledge of technical programs and is able to assist users with a variety of problems.

• Provides friendly, courteous, and quality systems support to all users.
• Strives to meet or exceed all customer service goals.
• Service inbound Help Desk calls, processtickets, and respond to voicemail messages within a timely manner.
• Determines the nature of the user's issue and obtains as much information as possible about the problem.
• Prioritizes and evaluates user systems issues into a low, medium or high priority.
• Route tickets accurately to second level support when needed.
• Utilizes independent judgment in handling user issues/questions and knows when to refer complex matters to the Team Lead - Help Desk for personal review.
• Maintains a proficient technical knowledge in various systems, hardware, software and database applications
• Troubleshoots and assists users with various systems issues including PC/laptop, printer, software, hardware, and database problems.
• Closes Help Desk tickets and communicates resolution to the user.
• Tracks all calls in a detailed and accurate fashion utilizing Help Desk software.
• Adheres to the defined and communicated call flow /ticket resolution process.
• Recommends changes in policies/procedure to the Team Lead - Help Desk.
• Performs related duties as assigned.

 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of three year's experience in a call-center or telephone customer service environment.
• At least two year's experience in a Help Desk position.
• Strong knowledge in Microsoft Office, Windows 2000, XP, Vista,and database applications.
• Ability to handle a large call volume.
• Proven ability to communicate professionally in a corporate environment.
• Flexibility to accommodate Help Desk's hours of operations, open seven days-a-week.

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.