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

Familiarity with Audio Visual/Instructional technology. An undergraduate or advanced degree from an accredited institution of higher education in a related field. 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)