Technical Support Analyst

SUMMARY

In support of the university's mission and objectives, the Technical Support Analyst provides front-line technical assistance for the university-issued desktops, laptops, software, and related devices. This role is responsible for troubleshooting, installations, and maintenance activities to ensure reliable, timely, and effective ITS service delivery.

Monitoring and Troubleshooting Support

• Responds to Help Desk tickets via the FreshService system, providing timely support to faculty, staff, and students with IT-related concerns.
• Diagnoses and resolves hardware and software issues related to desktops, printers, and peripheral devices.
• Performs basic network troubleshooting, including connectivity issues and printer configurations.
• Maintains accurate ITS asset records for tracking and lifecycle management.
• Assists users with Microsoft 365, email, and collaboration tools.
• Sets up new user accounts and provides ITS onboarding training.
• Installs operating systems, security updates, and required software.
• Documents common issues and solutions in the ITS knowledge base.

Classroom Technology Support

• Supports classroom technology, ensuring projectors, AV controllers, and audiovisual equipment function properly.
• Addresses classroom technology failures promptly to minimize instructional downtime.

Administrative and Operational Support

• Updates ITS documentation, policies, and procedures.
• Participates in ITS meetings and training to enhance technical skills.
• Assists with ITS inventory management, including tracking decommissioned assets.
• Assists with university event technology setup, as needed.