IT Support Analyst

SUMMARY The role of the IT Support Analyst is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products, or services. The analyst manages the recording, prioritization, and tracking of all customer interactions and resolves customer problems. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 1. Provide phone, email, in-person, and remote support for Information Technology applications, products, and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding hardware and software functionality, facilitating repairs, or communicating policy. 2. Records required customer and problem information in the IT ticketing system. Manages their own queue of support tickets as well as monitoring and managing of the IT Solutions team queue of tickets. Update and verify ticket information in the IT ticketing system for data tracking and analysis. 3. Research solutions to determine the most effective manner to resolve the client’s problem. Verifies the suggested solutions effectively resolve the customer’s problems through verbal or email follow-up. 4. Collaborates with other IT support groups to resolve complex and/or high priority problems. 5. Assists the IT Service & Customer Experience Manager with gathering data on recurring issues in order to create effective solutions. 6. Opportunity to work on projects as assigned by the IT Service & Customer Experience Manager. May have extra duties based on interest or experience (i.e. hardware, internet, documentation, database, training, or teaching). SUPERVISORY RESPONSIBILITIES Assist the IT Services Coordinator in mentoring, guiding, and training HelpDesk Student Technicians. Assign tasks to student technicians where appropriate and work with the students to resolve customer tickets. EDUCATION and/or EXPERIENCE The position requires a Bachelor's degree from four-year college or university, or equivalent combination of education and experience. One to three years of experience and/or training in a computer related field, or equivalent combination of education and experience. Experience in hardware, software, and network troubleshooting, or equivalent training and/or education are preferred. Customer service training and/or experience preferred. OTHER SKILLS AND ABILITIES 1. Must be able to learn and support new and fast-changing technologies. 2. Excellent interpersonal skills. 3. Good work habits under pressure. 4. Familiarity with a wide range of standard applications and technology, including mobile. 5. Basic knowledge of desktop and mobile operating systems is required. 6. Must have a good command of the English language in order to provide effective phone, in-person, and email support. 7. The position requires active participation with peers or customers. WORK ENVIRONMENT This is primarily an on-site/campus based position. Remote work accommodations can be made on a temporary or ad-hoc basis in consultation with the IT Service & Customer Experience Manager. The work in this position is performed within routine office conditions, usually without exposure to hazardous or unpleasant conditions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Needs ability to use a keyboard and mouse to enter and retrieve data. 2. Must have good eyesight to view computer monitor and phone. 3. Lifting and/or carrying of 5-20 lbs. or more and the pushing and pulling of carts in necessary. FAITH and EDUCATIONAL COMMITMENT 1. Commitment to the educational mission of Calvin as a Christian liberal arts University affiliated with the Christian Reformed Church. 2. A commitment to the Christian faith and to the integration of faith, learning, and student development. DIVERSITY COMMITMENT Demonstrated awareness and commitment to effectively establishing relationships and positive communication across multiple dimensions of diversity including, but not limited to, race, gender, physical limitations, class, or religious perspectives. Founded in 1876, Calvin University is a top-ranked, liberal arts institution that equips its more than 3,200 students from 48 U.S. states, 55 countries, and five Canadian provinces to think deeply, to act justly, and to live wholeheartedly as Christ’s agents of renewal in the world. Calvin offers 100 majors and programs, including a growing portfolio of graduate-level offerings. Calvin students engage in intensive internships, community-based service learning, and significant research that results in publishing and presenting alongside world-class faculty. The university’s 400-acre campus is in the vibrant city of Grand Rapids, Michigan. Discover more at www.calvin.edu.