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Technical Support Analyst

2 months ago

Oklahoma City, Oklahoma, United States InsideHigherEd Full time

Position Title: Technical Support Analyst

Employment Type: Full-Time Staff

Company: InsideHigherEd

Location: United States

Salary: Commensurate with education and experience

Work Schedule: Monday to Friday, 7:30 AM - 4:30 PM (may vary)

OVERVIEW: The Technical Support Analyst will deliver comprehensive technology assistance to all staff members. Responsibilities include the installation and upkeep of workstations, servers, networking, and audiovisual equipment, along with associated software. The role involves providing Service Desk support for stakeholders, including employees and authorized visitors.

KEY RESPONSIBILITIES:

  • Diagnose, troubleshoot, repair, and maintain computer hardware, networking, 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 troubleshooting and critical thinking skills to identify and resolve technical issues.
  • Configure hardware and software for end users.
  • Assist in deploying campus-wide upgrades and troubleshooting alongside the Infrastructure Administrator.
  • Foster positive working relationships with academic and administrative departments.
  • Provide training to end-users.
  • Supervise and mentor student workers, ensuring timely completion of tasks and accurate service ticket documentation.
  • Document and deliver precise technical solutions to end-users in a timely manner.
  • Monitor and maintain assigned server applications.
  • Assist in documenting departmental inventory and support office relocations.
  • Perform other related duties as assigned.

QUALIFICATIONS:

  • Associate degree in Information Technology or a related field required; Bachelor’s degree preferred.
  • Demonstrated ethical and professional behavior.
  • Two years of experience in a technology-related role.
  • Extensive knowledge of hardware, networking, operating systems, and software.
  • Strong critical thinking, troubleshooting, and decision-making abilities.
  • Excellent organizational skills and the ability to manage multiple tasks in a deadline-driven environment.
  • Advanced verbal and written communication skills.
  • Ability to lift and carry equipment weighing up to 50 pounds.
  • Valid driver's license.
  • ITIL v3 Foundations certification is preferred.
  • Professional industry certifications are desirable.

Note: The above responsibilities and qualifications are intended to provide a general overview of the position and are not exhaustive.