Technical Support Analyst

SUMMARY:Provides technical support to the university community. Resolves moderately complex technical problems (tier 1 and some tier 2), and may provide functional direction to student employees, as needed.JOB DUTIES/RESPONSIBILITIES: Provide phone support in the Help Desk call center. Analyze computer problems; gather customer specific needs; process workflow with clear explanation of problems and resolution. Create workflow / call tickets for phone support, walk in traffic, and emails to the Help Desk. Support live chat communications. As needed, direct workflow / service requests to proper technicians or other departments within Information Services with agreed service levelsProvide support for the walk up Help Desk; assist with computer service issues and provide support for mobile devices Committee assignments as assignedOther tasks as assignedWORKING CONDITIONS/PHYSICAL EFFORT: Lift and carry computer equipment, including CPUs, monitors, small printers, scanners, and other peripherals QUALIFICATIONS:Microsoft Office Software Suite previous experienceHardware support for dual core computers and newerOperating System previous experienceFamiliarity desired with both PC and Mac platforms for hardware and softwareAbility to work directly, face to face, or over the phone, with customerAbility to analyze moderately complex computer problemsAbility to communicate effectively, both orally and in writingStrong organizational skillsEDUCATION & EXPERIENCE:Customer Service-related experience preferredHigh School Diploma requiredSome college or professional technology education desiredWORK HOURS:Full-Time; Non-Exempt positionMonday-Friday 10:30AM-7:30PM, but may work a varied schedule, including adjusted shifts as needed. Weekend work during back-to-school period, and rotating weekends (Saturday/Sunday 10:00AM-4:00PM)SALARY STRUCTURE:Pay Grade 5 (Hiring Range $19.72 to $26.13 per hour)