Technology Support Analyst

• Contact with clients in person, through our Incident ticketing system, and by phone to resolve on-demand issues.
• Consultations and quotes on technical equipment purchases.
• Coordinating the replacement of computer components under warranty.
• Maintenance of physical computing labs.
• Software licensing and packaging.
• Initial support for other departmental resources such as VCL / WVD cloud computing, Linux configuration, and Classroom Technology.
• Management and proactive improvements to back-end tools and services such as Microsoft Endpoint Configuration Manager (SCCM), Active Directory and Jamf.

• Medical, Dental, and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!
  
  

• Communicate effectively with clients of varying technical knowledge, addressing their needs and concerns.
• Utilize strong time management skills to prioritize competing support incidents, tasks and projects in compliance with Standard Operating Procedures.
• Exhibit a team-centric mindset by sharing ideas, information, feedback and support to others.
• Maintain demeanor and diplomacy in times of high volume or difficult situations.
• Provide Tier 1 onsite support to clients at assigned location.
• Assist other Tier 1 staff with remote support to clients at all locations.
• Methodically troubleshoot issues regarding network connectivity, hardware and software, and audio visual equipment while using all available resources to independently solve problems.
• Configure, maintain and organize device endpoints, security settings, and software via Active Directory, Group Policies, Microsoft Endpoint Configuration Manager and Jamf.
• Manage the health of computer lab inventory including desktop machines, large-format printers, and other peripherals.
• Act as Project Manager or Project Team Member for client-facing and technical improvement projects, leveraging assistance from team members, partners, and vendors for successful completion.
• Create and maintain detailed documentation in its proper location including ServiceNow ticketing system, Google Docs, Google Sheets, or Knowledge Base portals.
• Assist in the training and mentorship of Tier 1 staff, including Student Technicians.
• Other duties as assigned by the Service Desk Manager.

• Escalate Incidents that require advanced technical support to Tier 2 team members.
• Provide secondary support to Tier 2 team members for projects and tasks involving tools such as Microsoft Active Directory, SCCM and Jamf.
• Assist with maintenance of outside vendor supported equipment.
• Create and maintain detailed documentation in its proper location including ServiceNow ticketing system, Google Docs, Google Sheets, or Knowledge Base portals.
• Assist in the training and mentorship of Tier 1 staff, including Student Technicians.
• Other duties as assigned by the Service Desk Manager.

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.
All degrees must be received from appropriately accredited institutions.

• 1 to 2 years professional work experience providing basic to mid-level technical troubleshooting support directly to clients
• 1 year professional work experience installing and configuring Windows Operating Systems
• Demonstrable knowledge of Active Directory and SCCM
• Excellent customer service skills
• Strong communication, time-management and organizational skills
• Resourcefulness in using available tools and documentation
• Ability to lift 50 pounds with or without reasonable accommodation