IT Analyst I

About the Role

This role provides beginner to intermediate frontline technology support for client requests and incidents through chat, phone calls, and/or walk-up client interactions. It handles Tier 1 client support, focusing on process-driven and documented known issues.

Key Responsibilities

• Provide technical instructions to a non-technical audience.
• Collaborate with other IT team members, especially Service Desk staff and other frontline IT Support teams, to resolve common tickets/issues.
• Ensure prompt resolution of client issues and maintain high levels of customer satisfaction.
• Escalate issues internally as needed and monitor progress through resolution.
• Analyze, identify, repair, and restore services for common account, email, network connectivity, software, academic technology, endpoint device, and peripheral issues.
• Resolve common reoccurring issues for clients.
• Assist clients in finding the right pre-existing training material for their questions.
• Record client requests and incidents in the approved ticketing system, following expected use of templates and documentation requirements.
• Notify supervisor on the need to update knowledge articles and technical documents when work is impacted.
• Perform other duties as assigned.

Requirements & Tech Stack

• High school diploma and zero to one (1) year of hands-on computing work experience providing customer service in a front-facing capacity, OR two (2) years of equivalent combination of education, training, and experience.
• Ability to obtain certifications as required by manager (e.g., Dell, Apple, CompTIA A+, Microsoft 365 Certified Associate, or other relevant support-related certifications).
• Strong interpersonal and communication skills with a client-centric approach.
• Ability to remain calm and courteous while assisting clients with technical issues and inquiries.
• Adaptability: Willingness to learn new technologies and adapt to evolving IT environments.
• Ability to work effectively under pressure in a fast-paced, dynamic team environment.
• Teamwork: Ability to collaborate with colleagues and contribute positively to team goals. Willingness to share knowledge and support peers.
• Initiative: Ability to work independently with ownership and minimal supervision. Act with ownership and accountability to manage and prioritize tasks effectively with little guidance. Take responsibility for assigned work with consideration for client needs and overall business requirements.

Preferred Qualifications

• Associate's degree in a related field.
• A minimum of one (1) year of hands-on computing work experience supporting computing endpoints and providing customer service in a front-facing technical support environment.
• Prior experience supporting students, faculty, and staff in a higher-education setting.

Work Schedule

• Three (3) positions available.
• Monday through Friday; 7:00 am through 4:00 pm
• Monday through Friday; 8:00 am through 5:00 pm
• Monday through Friday; 9:00 am through 6:00 pm

Benefits Information

• Position is benefit eligible.
• Comprehensive benefits package offered.