Client Support Analyst II

Rensselaer Polytechnic Institute•Troy, NY

27d•$25 - $27

About The Position

The Client Support Analyst II (CSA II) supports application software for the Rensselaer community: students, faculty, and staff. The CSA II works closely with other system administration and networking staff to provide technical assistance, maintenance of client technologies and software, and assists with training to the user community.

Requirements

Associate's Degree in Computer Science or related field
Four (4) or more years relevant professional work experience
General knowledge of many software or services, and operating systems
Ability to utilize basic scripting and automation tools
Current in-depth technical knowledge of desktop and laptop hardware
Current in-depth technical knowledge of common operating systems including Windows and MacOS
Technical knowledge of common software packages
Ability to develop and deliver training to individuals or small groups to convey knowledge and technical information to clients
Ability to learn quickly, analyze complex issues and provide advanced troubleshooting
Ability to diagnose hardware and software problems

Nice To Haves

Bachelor's Degree in Computer Science or related field
Professional experience in higher education
Significant understanding of common business processes and functions and client needs within organizations

Responsibilities

Help clients utilize IT capabilities at Rensselaer. Promote use of applications/software, services and/or systems for Institute including troubleshooting and analysis and upgrade management. Support clients reporting needs.
Assist clients by helping recommend hardware or software based on availability and articulated needs. Help forecast changes based on changing client needs and industry trends.
Deploys complex applications/software, services and/or systems using standard tools. Assists in development of deployment methods and strategies.
Develops and provides tailored training and documentation to clients. Responsible for the resolution or escalation of tickets assigned to their team by ensuring SLAs are met and problem tickets are completed or escalated/reassigned according to standards. Provide high-level customer service.
Analyze impact of changes to applications/software, services and/or systems to mitigate disruption on business. Assist in configuration and maintenance to meet client needs. Ensure confidentiality and compliance with security requirements and standards.
Participates in project and IT service management processes.
Develops and communicates technical documentation and policies and procedures for the department.
Acts as a liaison between clients and other technical and management personnel.
Acts as a liaison between clients and technical and management personnel as well as vendor supported technicians.
Perform other duties as assigned.