Technical Support Analyst

Job ID: 290363

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.

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