Computing Support Analyst

High Point University•High Point, NC

About The Position

High Point University is seeking a Computing Support Analyst. This position is responsible for providing computing services and support to university faculty, staff, and students. The Computing Support Analyst is charged with classroom, workstation, application, print, and lab support. This position is the public face of the OIT division and represents the user perspective in all technical operations and project activities. The Computing Support Analyst reports to the Director of User Support Services and is charged to understand the goals/objectives of that team and how it supports those of the OIT division. Qualifications: Education: Bachelors degree in computer science, or equivalent combination of education and experience. COMPTIA A+ Certified preferred. Microsoft Certified Desktop Support Technician (MCDST) preferred. Apple Certified Support Professional (ACSP) preferred. Experience/Training: 2+ years of progressive experience in technical/end-user computing support including: Microsoft Windows Apple Operation Systems MS Office suite Outlook Experience with print management operations and troubleshooting preferred. Experience with troubleshooting network and Internet connectivity preferred. Knowledge/Skills/Ability: Essential Functions:

Requirements

Bachelors degree in computer science, or equivalent combination of education and experience
2+ years of progressive experience in technical/end-user computing support including: Microsoft Windows Apple Operation Systems MS Office suite Outlook
Knowledge/Skills/Ability

Nice To Haves

COMPTIA A+ Certified preferred.
Microsoft Certified Desktop Support Technician (MCDST) preferred.
Apple Certified Support Professional (ACSP) preferred.
Experience with print management operations and troubleshooting preferred.
Experience with troubleshooting network and Internet connectivity preferred.

Responsibilities

Collect user information and create Help Desk tickets to identify, prioritize, track, and analyze technology related issues.
Serve as Level 1 support for all computing problems (workstations, classrooms, printers, etc.) escalated from the Help Desk.
Respond to users for assigned Help Desk tickets within 1 business day.
Diagnose and resolve at least 90% of assigned Help Desk tickets within 3 business days.
Achieve and maintain a 99.9% user satisfaction rating on follow-up surveys.
Resolve and close at least 12% of Help Desk tickets assigned to User Support Services.
Develop and maintain desktop configuration documentation in accordance with defined OIT standards within 3 business days of any approved changes.
Quote, order, deliver, install and configure new computers and peripherals.
Maintain inventory of equipment and supplies (spare computers, cables, adapters, etc.).
Mentor student workers and provide training in the areas of hardware and software troubleshooting, computer setup and deployment, and helpdesk operations.
Establish working partnerships with OIT teams and external partners to coordinate problem resolution for operational issues, and analyze root cause issues to address underlying hardware or software problems.