Technical Support Analyst 1

Job Family Group: Staff Department/Office: Technical Support and Client Services (Luis Forestier) Time Type: Full time Compensation: Please note, starting salaries are based on factors including internal equity, relevant experience, and education. Exemption Status: United States of America (Non-Exempt) Job Description: Provides customer service support in a technical environment. Provides desktop support and/or AV support and processes pertinent information from the client. Maintains and modifies Active Directory to reflect appropriate changes as requested. Provides support and training for a wide variety of classroom and emerging technologies; and consults with departments to gain an in-depth understanding of their technology needs. JOB DUTIES Essential duties, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations may be made as required. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following: Provides technical support via incoming e-mails, work requests, phone calls, online chats or walk ups from faculty, staff and/or students, as well as request. Collects and processes pertinent information from the client, restores service if possible, provides specific services (Desktop, AV, etc), conveys proper information, and facilitates resolutions or escalates tickets, for all incidents and requests within defined Service Level Objective (SLO) Installs, upgrades and maintains currently supported Windows and IOS operating systems and applications software on Windows and Mac hardware. Monitors and maintains installed and circulating AV equipment. Applies standard images to equipment. Installs, upgrades and troubleshoots printers and updates firmware. Maintains and modifies Active Directory to reflect appropriate changes as requested. Creates, modifies, and deletes network user ID accounts for internal and external clients. Follows confidential policy and procedure protocol. Maintains strong relationships with end users. Communicates processes and training to end users. Provides training to end users (students, faculty, staff) in use of hardware, software and AV equipment. ADDITIONAL DUTIES Delivers excellent customer service, interacting knowledgeably and confidently with users about technical issues in a way they can understand and feel confident with the service provided. Cooperates and collaborates with other employees in the spirit of teamwork and collegiality and interact with confidence, patience and integrity. Complies with all Trinity University policies and guidelines. Performs other duties as required. EDUCATION Required: Associate's degree or equivalent from two-year college or technical school. Preferred: Bachelor's degree from four-year college or university. EXPERIENCE Required: 1 year of experience in a computer related field. KNOWLEDGE, SKILLS AND ABILITIES Required: Basic computer functions. Provide excellent customer service skills. Positive work attitude, and be able to work effectively with all levels of employees as a team member. Ability to provide quality verbal and written communication skills via telephone, email or in person. Skills to translate complex technical information into common language to non-technical clients. Analytical thinker that is solution oriented with solid troubleshooting skills. Ability to manage and drive issue resolution from start to finish. Ability to self-educate in fields related to technology. Willingness to learn and keep current with change in technology. Ability to interact with a variety of people to gather information needed to analyze and recommend technical resolutions. Strong organizational skills, with the ability to multi-task and prioritize projects as necessary to complete projects on time. Ability to work in an active environment and manage time effectively. Proficient in technical software for desktop and/or AV support. Ability to analyze and troubleshoot a wide range of problem-solving techniques. Extensive use of initiative and considerable latitude in exercising judgment. LICENSES/CERTIFICATIONS Preferred: A Security Network ITIL 4 Foundations certification Lean Six Sigma Yellow or Green Belt Microsoft Certifications ASCP Certification Crestron Certification