Analyst, Service Desk

Full Job Description

Who We Are

With three campuses along Colorado’s Front Range, FRCC is the state’s largest community college. We enroll close to 28,000 students annually from our diverse service area, which offers a variety of cultural and recreational activities.

Each year approximately 5,000 FRCC students transfer to four-year universities and FRCC offers more than 36 career training programs that prepare students for immediate employment and rewarding careers.

Last year, more than 5,000 high school students took concurrent enrollment classes with us, earning college credit without having to pay college tuition.

And we were recently ranked as one of the “Top Online Colleges” in the country by Newsweek.

One of FRCC’s main goals is to offer educational excellence for everyone.

The college’s strong commitment to student success means we start by creating an inclusive and equitable environment—one where both students and employees feel they belong and are supported.

FRCC’s focus on diversity, equity and inclusion is woven into the fabric of our college conversations and decision-making processes.

We are actively seeking to hire a workforce that reflects the diversity of our student body.

The college is also an emerging Hispanic Serving Institution. For us, becoming an HSI is an intentional commitment to being a college where our Latinx (and other historically marginalized) students thrive.

FRCC employees and leaders work hard to create a culture of collaboration, innovation and pride. We’re looking to hire people who share these values—along with our commitment to student success, equity and excellence.

Requirements

Who You Are

In support of operational efficiency and improved collaboration and communications, the Service Desk Analyst (SDA) provides technical expertise and customer services to the students, staff and faculty of Front Range Community College as part of the college-wide Information Technology Services Service Desk.

The Service Desk Analyst will provide training, mentoring, and leadership to the IT Service Desk Student Technicians as well as monitor, resolve and escalate incoming tickets.

They will also create and distribute IT performance metrics, conduct user acceptance testing, and continuously analyze processes to drive improvements and service quality.

This position will have the opportunity to work remotely occasionally at their manager’s discretion but does require a strong on campus presence. On rare occasions, travel to all three FRCC campuses may be required.

Please note: You need to be a Colorado resident on your first day of employment. Also, Front Range Community College is an E-Verify employer.

SALARY: $52,144 - $54,751 annually

The salary range reflects the minimum and maximum starting salary for the position.

When determining the starting salary for a new employee, FRCC takes into consideration a combination of the selected candidate’s education, training and experience as it relates to the requirements of the position, as well as the position’s scope and complexity, internal pay equity and external market value.

BENEFITS:For information about benefits, please view APT & Faculty Benefits.

SELECTION PROCESS: Position will remain open until filled with a priority deadline of February 2, 2026. This posting may be used to fill multiple or similar positions.

The selection process for the Service Desk Analyst will be conducted through a competitive, merit-based evaluation of all qualified applicants.

Preliminary screening will be based on the completed application package submitted by the candidate.

In your application, please include a resume and cover letter that specifically address how your background and experience align with the requirements, qualifications, and responsibilities of the position.

Primary Duties

Student Mentoring and Training:

Play an active/leading role in training Student Technicians, that includes but is not limited to:

• Assist the IT Manager with recruiting, interviewing, and on-boarding of Student Technicians.
• Create and maintain the work schedules for Student Technicians.
• Assist the IT Manager with student timecard accuracy, update team members regarding unexpected student tech leave, and managing Service Desk task resourcing.
• Participate in the creation and maintenance of the student training program, documentation, and service desk processes and procedures.
• Remote and in-person tutoring, shadowing, testing and assessment of student techs, specifically regarding front desk coverage.
• Manage the Student Technicians in an effective and efficient manner that provides maximum benefit to our operation and their work experience for future careers.
• Actively monitor the ticketing queue and address aging tickets, complex issues, customer service issues, etc.
• Provide manager with written and verbal performance feedback regarding student’s attendance and technical and customer service skills.
• Provide direction, guidance, and share technical expertise with Student Technicians.

Service Desk Customer Service:

Directly assist members of the FRCC community (students, faculty, staff) with technical problems. This involves incidents and service requests that arrive via telephone, e-mail, and walk-in.

• Special emphasis on customer service, system/network/account access, level-1 troubleshooting, use of remote assistance tools, and interpersonal communication.
• Proactively identify and develop a response to trending issues.
• Act as an escalation point for Tier 1.
• Assist in the escalation of tickets to Tier 2 when needed.
• Play a leading role in managing work tickets by ensuring that all requests are logged, properly assigned, escalated when needed, accurately documented, and are completed in a timeline manner.
• Engage and/or dispatch appropriate resources as needed to resolve technical issues.
• Monitor work tickets and inform IT Manager of any noted issues, offer suggestions for any noted process improvements and develop the new procedures.
• Create and maintain written and video user documentation.
• Assist the IT manager in maintaining the IT Intranet site, ensuring that all online documentation is up to date and relevant.
• Participate and/or lead training sessions for end users.
• Perform user acceptance testing to ensure functionality, identify potential issues, and build a thorough understanding in preparation for implementation training and support.

IT Business Analytics Reporting:

• Check ticketing system for errors that might affect the accuracy of the metrics before reporting.
• Gather, analyze, report metrics to benchmark IT workload/performance and identify trends in Service Desk and/or IT issues.
• Work with the IT Manager to review processes, procedures, and documentation and provide feedback on how to improve Service Desk performance.
• Partner with the IT Enterprise Automation team or other members of IT or the system office to automate processes where possible to improve performance and streamline workloads.

Special projects and other duties as assigned (5% of Time)

Required Competencies

• Mission, Vision & Values: Embraces the mission, vision and values of FRCC. Understands the importance of the work that you do to support institutional goals.
• Student Centeredness: Places the student at the center of your work. Adopts a philosophy that makes the ability to serve the student the cornerstone of the work that you do.
• Mentoring & Coaching: Provides mentoring to others and seeks mentoring and feedback to improve own performance.

Data Usage: Interprets metrics and other data within the department, paying particular attention to what the data shows about the department's performance and end user needs.

Works with the next level supervisor to brainstorm changes that can be implemented to improve service that the department provides or better meet the needs of our end users.

• Cultural Self-Awareness: Examines own beliefs and acknowledge own biases and how they have impacted or may impact the ability to serve others.
• Cultural Competence: Recognizes the need to become knowledgeable about the ways to communicate and support people of other backgrounds. Incorporates what has been discovered.
• Leadership: Understands the current and desired state and the steps required to move from one to the other. Influences others in a positive direction, even when lacking formal authority.
• Critical Thinking: Recognizes opportunities and think through solutions based on pertinent data, experience, knowledge and input from stakeholders.
• Customer Service: Addresses customer concerns in a timely manner, provides escalation support for major incidents. Focuses on customer service and issue resolution.

Communication: Uses effective written and oral communication skills to interact with students, staff and faculty.

Presents oneself clearly and articulately when speaking with an individual or before a group assuring that others fully comprehend the intended message. Has ability to influence without authority.

• Attention to Detail: Monitors and checks work or information. Plans and organizes time and resources efficiently.
• Continuous Learning: Demonstrates eagerness to acquire necessary technical knowledge and skills to accomplish a result or to serve a customer’s needs effectively.

Technical Skills: Has a working familiarity with standard service desk and technical support procedures.

Some potential examples include; installation, configuration, testing, modification, maintenance, troubleshooting, repair, monitoring and support of mobile and desktop information technology systems and their peripherals.

Qualifications

Qualifications

Required Education/Training & Work Experience:

• An associate's degree or higher in a computer-related field.

OR

• Two (2) years or more recent experience providing desktop computer or call center support.

AND

• Good time management and planning skills – handling personal workload effectively, setting realistic and achievable targets and delivering those targets.

Welcoming. Respectful. Inclusive. Together, we are FRCC.

To Apply: Analyst, Service Desk

For information on Front Range Community College’s Security, including Clery Act/Crime Statistics for the campuses and surrounding area, view FRCC’s Annual Security Report(Download PDF reader).