Help Desk Solutions Analyst

Job description

Posting Detail Information


Working TitleHelp Desk Solutions Analyst

Position LocationPueblo, CO

Work LocationPosition is fully in-office/in-person

Research Professional PositionNo

Posting Number202501520AP

Position TypeAdmin Professional/ Research Professional

Classification TitleTechnical/Support II

Number of Vacancies

Work Hours/Week40

Proposed Annual Salary Range$48,000-$52,000

Employee Benefits
Colorado State University is not just a workplace; it’s a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service.

With a robust benefits package, collaborative atmosphere, and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact.

+ Review our detailed benefits information here.

(https://hr.colostate.edu/wp-content/uploads/sites/25/2021/01/benefits-summary-afap.pdf)

+ Explore the additional perks of working at CSU here.

+ For the total value of CSU benefits in addition to wages, use our compensation calculator (https://hr.colostate.edu/total-compensation-calculator/) .

+ Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in (https://hr.colostate.edu/prospective-employees/our-community/) !


Desired Start Date

Position End Date (if temporary)

To ensure full consideration, applications must be received by 11:59pm (MT) on10/23/2025

Description of Work Unit
At CSU Pueblo, the Information Technology team is a crucial part of the Colorado State University System, which encompasses CSU Fort Collins, CSU Pueblo, and CSU Spur.

By working closely with university stakeholders and collaborating with IT teams across the CSU System, the Information Technology team located in Pueblo contributes to the system’s goals of innovation and excellence, fostering a dynamic and effective IT environment on campus.

Information Technology (IT)
The IT unit exists to provide comprehensive information technology partnership, delivery, and support in the form of personnel, desktop and mobile computing, multimedia equipment, hardware, network infrastructure, software, telephone, and network cabling services to the University community.

This unit is the centralized computing services department for the university.

Solutions Center
The solutions center work unit exist to provide the initial point of contact for end users requesting technical assistance (i.e. telephone, email, and walk-in support) from all IT units including support of desktop and mobile computing, multimedia equipment, computer hardware, software, network access voice and data communication, access rights, quota restriction, and other related technologies; and maintains the Help Desk call/request tracking system that is utilized as the work order system by the IT service department.

This position will be based out of the Division of IT offices on our CSU Pueblo campus in Pueblo, Colorado.

To support the business needs of our campus community, this position requires in-person work and is not eligible for remote work options.

Position Summary
The Help Desk Solutions Analyst ( HDSA ) is the first responder for all information Technology (IT) requests, issues, and inquiry across campus.

The HDSA provides fast and useful technical assistance for all technology support/customer service functions, and for collaborating, communicating, and working with other IT department to support campus wide technology implementations, service requests and questions.

The HDSA answer queries on computer programs, account issues, hardware issues, and a variety of other technical calls and offer advice to solve them.


The HDSA is an expert on the IT department resources and division and how to direct or escalate each issue brought to the Solutions Center to the appropriate resource.

The IT department consists of IT Technicians, Multimedia services, Instructional Technology, Web Development, Administrative Services, Networking/Infrastructure, and Telecommunications.

The ability to triage calls in a ticketing system and follow through with communications.

The ability to triage call in a ticketing system and follow through with communications to the end user is critical to success of the Solutions Center and IT as a whole.

Required Job Qualifications

+ Bachelor’s degree in Computer Science or related field.

Candidates with a High School Diploma (or GED ) and equivalent related professional experience (3 or more years) will be considered for employment with this position (without the required bachelor’s degree or other post-secondary education).

+ Strong oral and written communication skills

+ One year’s experience in a help desk position supporting technology implementations, which includes building, installing and implementing desktops (hardware and software) and printers in a network centric environment; with strong customer service and team skills


Preferred Job Qualifications

+ Two years’ experience or more mentoring students, supporting technology implementations via phone, email, and remote desktop software.

Demonstrated strong customer service and team skills.

+ Previous experience supporting software in a Windows/Intel centric environment.

+ Previous experience working in a position that required a high degree of customer service skills.

+ Experience writing documentation with easy to read and follow steps and processes.

+ Ability to work well in a team environment.

+ Ability to demonstrate initiative and be a self-started/ self-motivated worker.

+ Demonstrated willingness to learn



Essential Duties


Job Duty CategoryHelp Desk

Duty/Responsibility

+ Monitor/answer/respond to IT Solutions Center phones, emails, and walk-up customers with excellent customer service.

Track all interactions in the ticketing system and ensure all issues, project, and tasks are triaged appropriately.

Communication with end users and throughout IT is critical for this duty.


Percentage Of Time70%


Job Duty CategoryIT Operations

Duty/Responsibility

+ Document the IT Service Management process of all Solutions Center operations and escalation workflow.

+ Participate in IT Service Governance committee(s) as appropriate.

+ Utilize surveys, track service metrics, design, prepare and present IT service reports for review with IT department, governance committee and senior leadership.

+ Perform other duties as assigned by supervisor


Percentage Of Time20%


Job Duty CategoryIT Knowledge Base (KB)

Duty/Responsibility

+ Maintain the IT Knowledge Base (KB) and ensure formatting and categories are properly assigned.

Engage IT departments and personnel to identify gaps in KB and coordinate the development of KB content.


Percentage Of Time10%


Application Details


Special Instructions to Applicants
To apply, please upload a cover letter that addresses the required and preferred job qualifications, a resume, and the contact information for three professional references.

References will not be contacted without prior notification to candidates.

CSU is committed to full inclusion of qualified individuals.

If you are needing assistance or accommodations with the search process, please reach out to the listed search contact.

Please note, applicants may redact information from their application materials that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution.

Conditions of EmploymentPre-employment Criminal Background Check (required for new hires)

Search ContactKris Seidel, kris.seidel@colostate.edu

EEO
Colorado State University ( CSU ) provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Background Check Policy Statement
Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students.

To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer.

The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification.

Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.



References Requested

References Requested


Minimum Requested3

Maximum Requested3


Supplemental Questions

Required fields are indicated with an asterisk (*).



+ * This position is located at Colorado State University - Pueblo in Pueblo, Colorado.

Are you willing and able to work in Pueblo, Colorado?

+ Yes

+ No


Applicant Documents
Required Documents

+ Cover Letter

+ Resume

Optional Documents

Required Skill Profession

Other General