"Technical Support Analyst"

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.

Responsibilities

• Provides technical support and details on all work performed in the ticketing and tracking system
• Sources solutions using a curated knowledge base and other resources
• Performs hardware and software diagnostics and repairs
• Supports classroom instructional technology and equipment
• Coordinates the resolution of technical issues using available resources
• Maintains asset and inventory management
• Supports required events and conferences
• 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 Educational Qualifications

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

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

Abilities

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

Knowledge

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

Skills

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