Technical Support Analyst

Job description

Technical Support Analyst

Job ID: 225201
Location: Kennesaw, Georgia
Full/Part Time: Full-Time
Regular/Temporary: Regular

Job Summary
Provides first and second level technical support to all Kennesaw State University students, faculty and staff via phone, email, remote services, and in-person. Documents and records all information in a tracking system regarding problems/issues or service requests and escalates unresolved issues to the appropriate next level support team.

1.Provides technical support and details on all work performed in the ticketing and tracking system

2.Sources solutions using a curated knowledge base and other resources

3.Performs hardware and software diagnostics and repairs

4.Supports classroom instructional technology and equipment

5.Coordinates the resolution of technical issues using available resources

6.Maintains asset and inventory management

7.Supports required events and conferences

8.Provides back-up support for other team members

Required Qualifications
Educational Requirements
High School diploma or equivalent

Required Experience
Six (6) months of related experience

Preferred Qualifications
Additional Preferred Qualifications
Familiarity with Audio Visual/Instructional technology

Preferred Experience
Experience in ticketing and tracking systems
Technical support experience in a field or call center environment
Experience in supporting Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)

Knowledge, Skills, & Abilities

  • Demonstrated customer service, conflict de-escalation, time management, patient, listening reading and comprehension skills

  • Self-motivated, team player, efficient and dynamic problem solver in a fast-paced high-volume environment

  • Knowledge of Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android),

  • Familiarity with work tracking or ticketing system, Learning Management Systems, Management Information Systems

  • Able to handle multiple tasks or projects at one time meeting assigned deadlines

  • Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills

  • Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite)

  • Strong attention to detail and follow up skills

  • Strong customer service skills and phone and e-mail etiquette

    Equal Employment Opportunity
    Kennesaw State University is an Equal Employment Opportunity/Affirmative Action Employer. It is the policy of Kennesaw State University to recruit, hire, train, promote and educate persons without regard to age, color, disability, ethnicity, gender, national origin race religion, sexual orientation, or status as a protected Veteran. Kennesaw State University is a participant in the Employment Eligibility Verification Program (E-Verify) effective October 15, 2007. Participant ID: 61415

    Other Information
    This is not a supervisory position.
    This position does not have any financial responsibilities.
    No, this position will not be required to drive.
    This role is not considered a position of trust.
    This position does not require a purchasing card (P-Card).
    This position may travel 1% - 24% of the time
    This position does not require security clearance.

    Background Check
    • Standard Enhanced

    To apply, visit

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    Job No:
    Posted: 4/1/2021
    Application Due: 4/1/2033
    Work Type: Full Time