The San Francisco Conservatory of Music (SFCM) is seeking a Service Desk Analyst/Lead to provide effective technical support and solutions that align with the institution’s evolving needs. This hands-on role involves addressing emerging IT issues, implementing new technical initiatives, and streamlining and automating processes to enhance operational efficiency. The incumbent will also be responsible for training staff, faculty, and students in the effective use of technologies and ensuring timely resolution of IT support requests. In addition, the Service Desk Analyst/Lead will supervise IT student workers, delegate tasks appropriately, and collaborate closely with the IT Services team and departments across the Conservatory. Success in this role requires broad technical knowledge, strong problem-solving skills, and a willingness to continually learn and adapt to new technologies. 

The Service Desk Analyst/Lead:

• Tracks, resolves and closes issues and problems in a timely manner using Information Technology Infrastructure Library (ITIL) methodology. 
• Troubleshoots issues with systems and the connections between systems (integration points). 
• Communicates and addresses technical issues with onsite and offsite end users with varying degrees of technical capabilities.?  
• Supervises the Help Desk ticketing system and Help Desk support staff to ensure tickets are addressed and resolved in a timely manner.  
• Researches, evaluates and implements solutions independently and in collaboration with the IT Services team. 
• Delegates various support tasks and projects to the IT Student worker. 
• Possesses strong time management skills, handling multiple requests concurrently. 
• Manages the escalation chain for major and/or time-sensitive issues to ensure the appropriate IT staff is engaged in resolving these types of issues.  
• Manages the process of onboarding and offboarding users and devices. 
• Proactively identifies process improvement opportunities to improve efficiency and customer satisfaction. 
• Performs other duties as needed.

• A bachelor’s degree and 3+ years of IT experience, or equivalent education and experience. 
• Experience with support of business systems in an academic setting. 
• Experience managing systems in a Windows environment and experience with Microsoft Office applications. 
• Experience with Google Suite for Education (Gmail; Google Apps; Google Classroom). 
• Experience with Microsoft Azure\Entra ID 

Additional Skills Desired:

• PowerShell scripting to streamline administration. 
• Strong communication and problem-solving skills and the ability to thrive in a fast-paced environment. 
• The ability to present in a professional and friendly manner, and to communicate with the tech savvy as well as those who may think they are not technically inclined. 
• Strong organizational and multitasking skills. 
• Ability to deal calmly with quickly changing and complex issues. 
• Enjoy collaborating to address problems. 

Compensation 

This is a full-time non-exempt in-office position, and the base annualized starting salary is $85,000.  In addition, this position comes with employer-sponsored medical, dental, vision, & life/AD&D as well as the opportunity to participate in our 403b plan.  

How to Apply 

We prefer to receive applications through our website. This position will be open until filled.   

About Us
SFCM’s mission is to transform our students: artistically, intellectually, professionally and individually. Through the study of music at the highest level, our students learn to seek achievement in every endeavor, to convert challenges into opportunities, to understand the nature of excellence, and to pursue their dreams with vigor and determination. We believe that inspiring the imagination, cultivating the artist, honing the intellect, and developing the professional are the keys to launching innovative graduates who excel in any field. SFCM is located in the heart of one of the world’s most innovative and diverse cities and is home to a vibrant academic community of students and faculty who achieve excellence in their fields. 

Equal Opportunity Employer 

SFCM is a fully committed equal employment opportunity institution and welcomes applications from all qualified persons, including those who consider themselves to be of a race, national origin or ancestry that is not fully represented in musical arts programs in the United States.  Personnel decisions regarding applicants for employment are made without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, physical or mental disability, medical condition (including cancer and genetic characteristics), status as a Vietnam-era veteran or special disabled veteran, age, citizenship, or any other consideration made unlawful by federal, state or local laws.