Job Description:
Under direct supervision, provide technical support to end-users for computer hardware, software, network, collaboration, communication, and productivity tools via phone, live chat, remote desktop, and messaging. You will also record the details of every customer interaction and advance complex issues to more senior technicians for resolution.

CORE DUTIES:
Provide first line of response to requests for various hardware, software, peripherals, and networking technical assistance. Provide remote problem resolution when possible.
Resolve basic end-user problems and escalate as appropriate.
Install, upgrade, configure, and solve computing and communication devices and peripherals.
Perform, schedule, and monitor system alerts, work queues, back-ups, and recovery activities.
Apply security standard methodologies.
Ensure users are assigned appropriate resources.
Other duties may also be assigned

Education & Experience:
Experience with various operating systems and computing devices.

Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.

Knowledge, Skills, and Abilities:
Good communication and interpersonal skills.
Ability to provide excellent client service.
Ability to apply diagnostic techniques for problem troubleshooting.
Ability to apply information technology standard methodologies, including security (information security or physical security, such as asset management) to problem resolution and troubleshooting.
Familiarity with ITSM Ticketing systems like ServiceNow, Remedy, or ZenDesk.
Familiarity with remote desktop tools.
Certifications and Licenses:
None

PHYSICAL REQUIREMENTS:
Constantly perform desk-based computer tasks.
Frequently sitting, using a telephone, grasping lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
Rarely kneel/crawl, climb (ladders, scaffolds, or other), write by hand, sort/file paperwork or parts, grasp forcefully.
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the job''''s essential functions.

Requirements:

Work Experience: 3–4 years minimum in a technical support role (higher education environment preferred but not required).

Soft Skills:

Proven phone support experience; able to deliver a warm, professional greeting and articulate technical troubleshooting patiently to frustrated users.

Service Desk Analyst

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