Technical Support Analyst II

Essential duties, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations may be made as required. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Delivers excellent customer service, interacting confidently with users about technical issues in a way they can understand and feel confident with the support provided.

• Cooperates and collaborates with other employees in the spirit of teamwork and collegiality and interact with confidence, patience and integrity to provide professional leadership during emergencies.

• Complies with all Trinity University policies and guidelines.

• Performs other duties as required.

EDUCATION

Required:
Associate's degree or equivalent from two-year college or technical school.
Additional experience may be substituted for required education on a year for year basis.
Preferred:
Bachelor's degree from an accredited institution.

Additional experience may be substituted for required education on a year for year basis.

EXPERIENCE

Required:

Four years of experience in IT systems support field.

Preferred:

Experience with a helpdesk ticketing system preferred.

Experience with VPN and remote access troubleshooting.

KNOWLEDGE, SKILLS, AND ABILITIES

Required:

• Advanced computer (Mac and Windows based) and AV 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, chat 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 multi-task 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 support
• Ability to analyze and troubleshoot a wide range of problem-solving techniques
• Extensive use of initiative and considerable latitude in exercising judgment
• Knowledge of AV tools to perform cable termination, signal test, circuit board repair and other tasks. Programming Crestron and/or AMX units.
• Basic understanding of wired, wireless and fiber networking infrastructure

LICENSES/CERTIFICATIONS

Required or ability to complete within 1 year:

A Security

Network

Preferred:

ITIL v4.0
Lean Six Sigma Yellow or Green Belt
Microsoft Certifications
ACSP Certifications

Crestron Certification

AMX Server

Cloud

Cloud Essentials

Certified Technology Specialist (CTS) certificate