Technology Support Analyst - Contributing
About the role
This position provides Tier 1 (intermediate) technical support to faculty, staff and students for a variety of applications and services used across a wide range of systems, networks, and platforms. Areas of support include Lenovo/Mac CCI hardware, Microsoft Windows, Mac OS operating systems, M365, VPN, DUO, MFA, various E-mail clients, Internet browsers, networking, and campus IT services.
Responsibilities
- Diagnose and resolve intermediate customer technical problems in collaboration with Service Desk colleagues.
- Provide Tier 1 technical support via phone, web, email, chat, and walk-up.
- Perform all service desk functions as part of a ‘primary team’ of either phones/chat or walk-in.
Requirements
- Associate’s degree in Computer Information Technology, computer Technology Integration, Networking Technology, or related area and one year of experience in the information technology field related to the position’s role.
- Bachelor’s degree from an appropriately accredited institution and one year experience in the information technology field related to the position’s role.
- Bachelor’s degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution.
- An equivalent combination of education and experience.
- Journey level required an additional one year of experience.
- Advanced level required an additional two years of experience.
Skills
- Telephone technical support experience.
- TDX or similar customer relationship tracking system experience.
- Previous service desk experience.
- Academic environment experience.
- Windows and Mac OS support experience.
Benefits
The University offers a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.
Pay
$49,611 - $51,500 Pay Band Information To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.
Schedule
8a – 5p Mon – Fri; hours are subject to change based on business needs.