Technical Support Analyst II

The purpose of this position is to assist Information Technology Services staff in maintaining computer hardware, laptops, computer labs, and classroom technology.1. Identify, prioritize and resolve reported problems including data, account administration, desktop hardware/software, including application issues;2. Provide technical support to system users and customer support staff; evaluates user needs, defines technical problems, and works with operations/development staff to determine solutions; assist customers in implementing solutions; research and recommend relevant technology solutions to Solution Center Manager;3. Assist with inventory of IT assets across campus including switches, desktops, wireless access points, laptops, classroom technology, labs and printers; gather, maintain, and verify data as needed;4. Assist with public use of public computer laboratory equipment in usable working order and ensure that it is appropriately configured;5. Install and inventory discipline/function specific software;6. Provide users with instruction and training for computer applications and assist with the problem-solving process; including follow up to ensure the issue is resolved and direct unresolved issues to appropriate team;7. Serve as a key project resource for annual IT deployments;8. Maintain a highly functional and aesthetic condition of technology equipment in all labs, computer aided classrooms, and technology enhanced classrooms, including printers and multi-function devices;9. Troubleshoot and support other network and system functions as required; cross-train with appropriate staff as necessary;10. Assist in maintaining documentation and instructions for Solution Center issues;11. Document calls for assistance with the Solution Center; respond in a timely manner to all Solution Center calls;12. Provide customer assistance in person, remotely or by phone;13. Deliver a high level of customer service in a collaborative environment with a focus on helping customers resolve issues a first point of contact;14. Assist members of the Information Technology Services staff with troubleshooting on an as needed basis;15. Other duties as assigned.Bachelors’ or Associates Degree preferred. At least 3 years experience with Microsoft Office, Windows, and Internet software; PC and Mac operating systems; and repair/maintenance of hardware. Experience in an academic computing environment preferred.