The Support Analyst I is under the supervision of the Director of IT Operations. The Support Analyst I is responsible for supporting end users with hardware and software needs.

Qualifications

• Associate’s Degree or equivalent work experience in a related field is required
• Bachelor’s Degree is preferred

Skill Requirements

• Working knowledge of workstation support
• Excellent written and verbal communication skills
• Ability to keep a positive attitude and professional demeanor in a high pressure environment

Essential Functions

• Maintains a high standard of customer service in dealing with and responding to technical issues.
• Investigates, analyzes, and resolves complex hardware problems; performs advanced hardware repairs, maintenance, technical assistance, and support on a wide range of computers and peripherals.
• Analyzes and resolves problems with software, applications, and systems; provides a wide range of in-depth technical assistance to end users.
• Collaborate with peers to ensure team goals are met efficiently and professionally.
• Reviews, prioritizes, and processes support incidents; provides detailed documentation of all work performed on assigned support requests.
• Follows processes for maintaining inventory tracking and asset management.
• Trains and supervises student employees, as appropriate.
• Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems; participates in professional development activities as appropriate.
• Researches, analyzes, and recommends appropriate computer hardware for customized computer configurations.
• Participate in on-call rotation for off hour’s computer system emergencies including weekends and holidays.
• Other duties as assigned by the Director of IT Operations.