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

KEY RESPONSIBILITIES:

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