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 & Skills  

·         An Associate’s Degree or equivalent work experience in a related field is required and a Bachelor’s Degree is preferred.

·         Support Analyst I must have a working knowledge of workstation support.

·         Excellent written and verbal communication skills are a must.

·         Ability to keep a positive attitude and professional demeanor in a high pressure environment is a must.

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.