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)
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