IT Support Analyst

Indiana Wesleyan University • Marion, IA

3d

About The Position

The IT Support Analyst is responsible for providing advanced technical and computer support for students and employees of Indiana Wesleyan University. Support is provided via multiple modalities: face-to-face in office, face-to-face in the field, phone/voicemail, and email. This position is expected to troubleshoot and document fixes for all incidents escalated to this team. IT Support Analysts are the primary escalation point for the student-staffed IT Support Representatives. Analysts are expected to aid in the development of standard operating procedures to empower the IT Support Representatives to resolve issues on first contact.

Requirements

• According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.
• Associate's Degree with two (2) years in a related field, or equivalent combination of education and experience, such as a High School diploma and four (4) years of related experience, or a Bachelor's Degree in a related field
• Experience troubleshooting computer hardware, mobile devices, networking, printing, and software
• Experience in troubleshooting in a Windows and MacOS environment
• Thorough knowledge of Microsoft Office and other productivity software
• Familiarity with Office365 cloud services
• Demonstrated ability to work with colleagues who represent a diversity of work and conflict resolution styles
• Experience in writing end-user technical documentation
• Excellent written & verbal communication skills
• Detail oriented
• Strong ability to prioritize conflicting demands from projects and operational work
• Conflict resolution / diplomacy
• Fast learner with the ability to self-learn new skills and techniques
• Adaptability

Responsibilities

• Troubleshoot advanced technical problems using a variety of tools
• Provide exceptional customer service while communicating with customers through phone, voicemail, email and in-person
• Document all work and interactions using IT Service Management software
• Actively participate in knowledge management through maintaining and creating knowledge base articles
• Assist in the delivery and setup of computer equipment and moves
• Identify large-scale problems by spotting patterns in reported incidents
• Assist in supervising student workers and provide guidance when needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees