Working Title: Support Analyst
Position Type: University Operational and Administrative Staff
Department: School of Nursing
Posting Date: 05-15-2017
This position provides consultation and technical support services to faculty, staff and students (over 1,000 in total) to ensure timely trouble resolution and optimal performance of systems. The incumbent manages the School's service desk ticketing system, ensuring timely assignment and resolution of all tickets across Tiers 1 - 3. The incumbent provides direct support for desktop, mobile computing, client/server, lecture capture, and Web conferencing technologies.
The incumbent must be a subject matter expert in supporting desktop (Windows and OS X) and mobile (iOS and Android) operating systems, and be expert in supporting common business productivity applications and classroom technologies. This position also requires knowledge of basic IP networking.
The selected applicant must possess excellent verbal and written communication skills (to convey technical guidance and information to users of all levels of technical competence and with respect to varying degrees of urgency). The selected applicant must have substantial experience providing excellent customer service, and must possess excellent documentation skills. The incumbent is expected to meet performance metrics.
Incumbent, at times, will develop and deliver technical training to faculty, staff, and students.
Required Knowledge, Skills and Abilities:
Incumbent is required to have a solid knowledge of the technical support discipline (previous experience required). Incumbent must have knowledge of information technology concepts and terminology; desktop OS and supported software applications; network fundamentals; IP protocol and fundamental troubleshooting techniques. Work effectively with a diverse customer base to provide technical support, consultation, and training in computer systems operations and technology. Communicate effectively with staff and coworkers to provide technical support, documentation, and consultation. Incumbent is required to be a strong communicator, able to communicate effectively to technical and non-technical personnel. Incumbent must be able to communicate effectively and appropriately under stressful situations. Excellent documentation and written communication skills are required. Incumbent must be able to research and quickly learn new technologies added to the department's portfolio.
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