Technical Support Analyst

Job Summary

Jump start your IT career! Seeking a creative thinker to join our tech passionate Eccles IT support team! Rare opportunity to fill our hybrid support position. An incredible, close-knit team of collaborators will provide a wealth of knowledge-sharing and mentoring to this role. Candidate should have excellent customer service skills, be self-driven, and be able to demonstrate a solid tech-skill foundation to build upon.

The Eccles IT Group provides support to an ever-expanding network of academic and student support departments, centers, and institutes within the David Eccles School of Business. The helpdesk technician in this role will work with faculty, staff, and PhD students to troubleshoot and resolve problems with computer hardware and software applications on school-issued desktops, laptops, and tablets. This position includes troubleshooting AV equipment in classrooms on a daily basis, imaging computers, installing new hardware and software, upgrading or replacing components of desktop computers and laptops, and serving as a helpdesk resource for assigned areas.

The Eccles IT Group supports the mission of the Eccles experience to provide a world-class business education with a unique, entrepreneurial focus on real-world scenarios where students put what they learn into practice long before graduation.

Responsibilities Primary Responsibilities

• Provide on-site classroom support in multiple buildings to remediate or elevate AV problems in real-time as they arise. Requires professional interaction with faculty and staff, often in front of large audiences and/or during live Zoom/Teams sessions.
• Effectively utilize the ITSM ticketing system as an agent, providing clear and accurate documentation. Monitor and respond to incoming requests for support, prioritize and elevate tickets, document resolution steps, record inventory.
• Provide computer support by troubleshooting and correcting problems on all end user computing equipment issued by the school.
• Install and upgrade computer hardware and software applications.
• Provide clear and accurate documentation of service/resolution efforts and inventory information in detail.
• Organize and manage equipment for checkout.
• Assist with network support and maintenance as related to end-user computers.
• Proactively engage in creatively finding and brainstorming improvements including checklists, improving customer service skills, and finding novel solutions to recurrent problems.
• Independently prioritize requests and handle concerns of impatient or dissatisfied customers.
• Understand and abide by license restrictions and confidentiality guidelines regarding applications and information stored within the network. Specifically, regulations regarding PCI and FERPA data.
• Stay current with new computer technology and understand how they relate to ongoing problems and strategic planning.
• Must be able to lift at least 50 lbs.
• Additional tasks as assigned.

Secondary Responsibilities

• Support occasional school events outside of regular work hours, including nights and weekends.
• Assist with inventory, supply management, and equipment checkout.
• Assist with readying equipment for surplus/retirement.
• Retrieve packages from the mailroom.
• Set up equipment for incoming employees and recover equipment from outgoing employees. Assist the Program Assistant on related system setup and removal actions.

Work Environment and Level of Frequency

Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required

Nearly Continuously: Sitting, hearing, listening, talking.

Often: Repetitive hand motion (such as typing), walking.

Minimum Qualifications

Requires an associate degree in a related area or equivalency (one year of education can be substituted for two years of related work experience) and 2–5 years of experience in the field or a related area.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences

• A+ Certified
• Audio Visual (AV) experience in conference rooms, classrooms, and event spaces or in a professional setting with a technical focus on AV equipment
• Knowledge…