"Senior Technical Support Analyst, BSC"

Job Summary

Provides first, second, and some third level technical support to University customers via phone, email, remote services, and in-person and documents work performed in the ticketing and tracking system. Diagnoses and repairs computer software, hardware, and related peripherals. Coordinates system software deployment and updates and serves as an internal escalation point for complex technical issues and repairs.

Responsibilities

KEY RESPONSIBILITIES:

1. Provides technical capabilities for Microsoft Windows, Mac OS, and Mobile Operating Systems (iOS, Android)
2. Coordinates with vendors for resolution of complex technical issues
3. Assists team members; provides back-up support in other areas as needed
4. Delegates operations and procedures with team members during critical outages
5. Processes and tracks warranty and RMA returns
6. Maintains asset and inventory management
7. Coordinates and leads support for required events, conferences, and project
8. Provides on-call support, responding to incidents on nights and weekends, as part of on-call rotation.
9. Travels locally on occasion to remote centers and between campuses
10. Ensures the department's systems maintain compliance with PCI (Payment Card Industry) standards through support in documentation, monitoring, and coordination of security practices
11. Manages user access to applications, including creating, updating, and removing user accounts in accordance with established protocols
12. Maintains comprehensive documentation of systems, services, processes (including data flows), and procedures to support continuity and knowledge sharing

Required Qualifications

Educational Requirements

High school diploma or equivalent

Required Experience

Two (2) years of related work experience

Preferred Qualifications

Additional Preferred Qualifications

Familiar with the principles of ITIL Foundation

Preferred Educational Qualifications

An undergraduate or advanced degree from an accredited institution of higher education in a related field

Preferred Experience

Prior technical support experience in field or call center environment preferred

Experience in supporting Windows and Mac operating systems and products

Experience working in higher education and in Campus Services (Auxiliaries) operations

Experience working with point-of-sale (POS) equipment, including registers, receipt printers, cash drawers, and credit card terminals

Knowledge, Skills, & Abilities

ABILITIES

Able to repair, analyze and diagnosis computer hardware and peripheral devices

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

KNOWLEDGE

Familiar with work tracking or ticketing systems, Management Information Systems, or similar systems related to the area(s) supported

SKILLS

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)

Administration of Microsoft desktop and server operating systems, and IP networking fundamentals.

Strong attention to detail and follow up skills

Strong customer service skills and phone and e-mail etiquette