THECB - Senior IT Service Desk Analyst (ITS)

Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page.https://erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS\_HRAM\_FL.HRS\_CG\_SEARCH\_FL.GBL?Page=HRS\_APP\_JBPST\_FLandAction=UandFOCUS=ApplicantandSiteId=1andJobOpeningId=106585andPostingSeq=1Job DescriptionYour job application must be completely filled out. Resumes do not take the place of the requirement to include this information on the applicationAbout the Texas Higher Education Coordinating Board The Texas Higher Education Coordinating Board (THECB) works to ensure that all Texans have access to high-quality, affordable higher education opportunities that prepare students for successful careers and strengthen the state's workforce and economy. Through collaboration with colleges, universities, policymakers, and education partners across Texas, THECB advances initiatives that expand educational opportunity, promote student success, and support the future of higher education.About Information Technology Services The Information Technology Services (ITS) Division advances THECB's mission by delivering secure, reliable, and customer-focused technology services that enable agency staff to effectively serve Texas students, institutions, and communities.Our organization is committed to operational excellence through modern technology, strong governance, strategic partnerships, and continuous improvement. We are modernizing how technology services are delivered by strengthening infrastructure and operational resilience, advancing cloud-first and hybrid infrastructure, improving platform reliability and security, and building a culture centered on accountability, collaboration, innovation, and service excellence.At THECB, we believe technology is more than infrastructure and support. It is a strategic business partner that enables our agency to better serve students, institutions, and the State of Texas. About the Role The Texas Higher Education Coordinating Board is seeking an experienced IT support professional to serve as the Senior IT Service Desk Analyst. Reporting to the Director of IT Service Delivery, this position coordinates day-to-day Service Desk operations and supports timely, consistent, and customer-focused delivery of incidents, requests, technical assistance, and related services. The Senior IT Service Desk Analyst coordinates schedules and workload; monitors ticket activity, service performance, escalations, and customer experience; analyzes trends and risks; supports asset and inventory accuracy; guides onboarding, cross-training, and knowledge management; and provides advanced technical assistance when needed. Working closely with the Director of IT Service Delivery, this position supports operational decisions, standard work, escalation management, and continuous improvement. It serves as an experienced resource who helps analysts resolve complex work and consistently apply service standards and procedures. The position works under general supervision with moderate latitude for initiative and independent judgment. It routinely guides and supports the work of others but does not have formal supervisory authority. Why Join Our Team This is an opportunity to influence the daily customer experience of every THECB employee while helping a developing Service Desk mature its practices and performance. In this role, you'll have the opportunity to: Coordinate daily Service Desk operations, queue health, coverage, priorities, and escalations. Use service metrics and customer feedback to identify risks and drive meaningful improvements. Coach analysts, strengthen onboarding and cross-training, and build useful knowledge resources. Provide advanced support for complex issues and coordinate resolution across technical teams. Improve asset accountability, inventory accuracy, and lifecycle practices across the agency. If you combine strong technical judgment with operational leadership, customer focus, and a desi e to help others succeed, we encourage you to apply. General Description:Performs complex (journey-level) information technology service coordination and program management work for the Information Technology Services (ITS) Department of the Texas Higher Education Coordinating Board (THECB). The Senior IT Service Desk Analyst coordinates day-to-day Service Desk operations and supports consistent, timely, and customer-focused delivery of incidents, service requests, technical assistance, and related support services. Work involves coordinating schedules and workload; monitoring ticket activity, response and resolution performance, escalations, and customer experience; analyzing service trends and risks; supporting asset and inventory accuracy; guiding onboarding, cross-training, and knowledge management; and providing advanced technical assistance for complex issues when needed. Serves as an experienced operational resource within the Service Desk and works closely with the Director of IT Service Delivery and Service Desk Manager to support service performance, operational decisions, standard work, escalation management, and continuous improvement. Applies strong operational awareness and technical judgment to coordinate activities, assist staff with work of greater complexity, and promote consistent application of service standards and procedures. Works under general supervision, with moderate latitude for the use of initiative and independent judgment. Routinely guides and supports the work of others but does not exercise formal supervisory authority. This position reports to the Director of IT Service Delivery. Performs other duties as assigned.General Duties and Responsibilities: Service Desk Operations Coordination - Coordinates and executes day-to-day Service Desk activities to support timely, consistent resolution of incidents and service requests. Monitors queue health, coverage, priorities, handoffs, and dependencies; communicates operat