Technical Support Analyst

2 weeks ago

Oklahoma City, Oklahoma, United States InsideHigherEd Full time

Position Title: Technical Support Analyst

Employment Type: Full-Time Staff

Company: InsideHigherEd

Location: Remote

Salary: Competitive, based on qualifications and experience

Work Schedule: Monday to Friday, standard business hours (may vary)

OVERVIEW: The Technical Support Analyst will deliver comprehensive technology assistance to all personnel. Responsibilities include the installation and upkeep of workstations, servers, networking systems, and audiovisual apparatus, as well as peripheral devices and relevant software. This role involves providing Service Desk support for users, including staff, students, and authorized visitors.

KEY RESPONSIBILITIES:

  • Diagnose, troubleshoot, repair, and maintain computer hardware, networking systems, audiovisual equipment, peripheral devices, and software.
  • Respond promptly to Service Desk inquiries via calls, emails, and service tickets.
  • Create, document, and resolve Service Desk tickets efficiently.
  • Utilize strong problem-solving skills to diagnose issues quickly and accurately.
  • Investigate and resolve technical challenges effectively.
  • Configure hardware and software for end-users.
  • Support the Infrastructure Administrator in implementing campus-wide upgrades and troubleshooting.
  • Foster positive working relationships with all academic and administrative departments.
  • Provide training to end-users.
  • Oversee and mentor student workers, ensuring timely completion of tasks and accurate service ticket documentation.
  • Document and deliver precise technical solutions to users in a timely manner.
  • Monitor and maintain assigned server applications.
  • Assist in maintaining departmental inventory.
  • Support office relocations by reconnecting relocated computer and telecommunications equipment.
  • Assist with wiring tasks as needed.
  • Perform other related duties as assigned.

QUALIFICATIONS:

  • Associate degree in Information Technology or a related field; Bachelor’s degree preferred.
  • Demonstrated ethical and professional conduct.
  • Two years of experience in a technology-related role.
  • In-depth knowledge of hardware, networking, operating systems, and software.
  • Exceptional critical thinking, troubleshooting, and decision-making abilities.
  • High productivity and proficiency in hardware, operating systems, networking, databases, and software.
  • Understanding of networking services and internet technologies.
  • Positive attitude and professional demeanor.
  • Commitment to continuous learning and self-improvement.
  • Service-oriented with the ability to engage effectively with diverse audiences.
  • Strong organizational skills and ability to manage multiple tasks in a deadline-driven environment.
  • Flexibility, innovation, and self-motivation are essential.
  • Excellent verbal and written communication skills.
  • Strong interpersonal skills with conflict resolution capabilities.
  • Valid driver's license may be required.
  • ITIL v3 Foundations certification is preferred.
  • Professional certifications in the industry are desirable.
  • Availability for some evenings and weekends may be necessary.
  • Physical ability to lift and carry equipment weighing up to 50 pounds.
  • Capability to perform tasks requiring manual dexterity and visual acuity.
  • Travel may be necessary.

NOTE: The above statements are intended to describe the general nature and level of work performed by individuals in this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

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