Technical Support Analyst I

• Provides technical support via incoming emails, work requests, phone calls, online chats or walk ups from faculty, staff and/or students, as well as requests. 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 troubleshootsprinters 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 (Faculty, Staff, Students) 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 interacts with confidence, patience and integrity.

• Complies with all Trinity University policies and guidelines.

• Performs other duties as required.

EDUCATION

Required:

• High School Diploma or equivalent.

Preferred:

• Technical School graduate.

• Bachelor's degree from an accredited institution.

EXPERIENCE

Required:

• One year of related computer experience.

• Education above what is minimally required may be substituted for experience on a year-for-year basis.

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 multitask 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