What are the responsibilities and job description for the Technical Analyst position at Robert Half?
Robert Half is in search of a Technical Analyst for an Education Institution. The individual in this position is a member of a front line support team within Computing and Information Services that provides audio visual (AV) support and technical consultation and hardware and software support to campus users, which includes; troubleshooting, researching, analyzing and responding to a wide range of routine and complex issues or questions and requests for assistance. The Technical Analyst develops documentation and provides informal training for users on a wide range of software, hardware, and AV systems. . A primary job function is serving as the first point of contact at the Help Desk for faculty, staff and students.
- Provide support for campus computers, software, printers, and AV systems.
- Document support requests in the CIS ticket system, including details related to the tasks performed for resolving the issue or request.
- Staff the Help Desk and/or AV events according to the User Services coverage schedules.
- While staffing the Help Desk adhere to standard work practices.
- While assigned AV event support adhere to standard work practices; provide assistance with setup, support to event organizer, operation and the removal of AV equipment.
- Troubleshoot software, hardware, and AV issues by researching, analyzing and/or contacting vendors to identify solutions or gain additional support.
- Using Bomgar or other similar software to conduct remote support sessions.
- Install new computers, software and software upgrades; assess installations and ensure they function properly and meet user needs.
- Develop documentation for use by end-users and for internal CIS purposes.
- Support and maintain campus lab computers and software.
- Provide training to staff, faculty and students who use common campus software, hardware, and AV equipment.
- Collect and maintain hardware inventory records and software licensing information used for CIS services such as the Computer Upgrade Program (CUP) and the Loaner Program.
- Conduct research for more complex questions and requests for assistance.
- Prepare and distribute electronic notifications to the campus for planned and unplanned systems and network events or problems.
- Proactively maintain technical skills and knowledge, keeping up-to-date with new operating systems, browsers, and common campus applications like Sakai, Office365 and Google Workspace.
Requirements
- 2 years Windows basics, Chromebooks, Mac support, general support
- Retail tech support experience would suffice (Apple, Best Buy), or certification courses and have experience on campus
- Customer service and resourcefulness
- Plus: AV experience
Salary : $24
