Technology Support Analyst

Description:

The Technology Support Analyst provides front-line technical assistance and customer service as a key member of the Service Desk team. Serving as a primary point of contact for clients, this position delivers reliable technical support, clear communication, and strong teamwork to ensure a positive experience across the division.

This Position Is Responsible For
 

• Communicating effectively with clients of varying technical backgrounds to assess and resolve support needs.
• Prioritizing and managing support incidents, tasks, and projects in alignment with Standard Operating Procedures.
• Providing Tier 1 onsite support at the assigned location and assisting with remote support for all campus sites.
• Troubleshooting network, hardware, software, and audiovisual issues and independently resolving problems using available resources.
• Configuring and maintaining endpoints, security settings, and software via Active Directory, Group Policies, Microsoft Endpoint Configuration Manager, and Jamf.
• Supporting computer lab technology, including desktops, printers, and peripherals.
• Participating in client-facing and technical improvement projects as a project manager or team member.
• Maintaining accurate documentation in ServiceNow, Google Workspace, and Knowledge Base systems.
• Assisting in training and mentoring Tier 1 staff and Student Technicians.
   

Other Responsibilities
 

• Other duties as assigned.
   

Qualifications

Minimum Experience/Education

Associate’s degree in Computer Science, Information Technology, or related discipline and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree in Computer Science, Information Technology, or related discipline; or an equivalent combination of training and experience.