IT Support Analyst

Worcester Polytechnic Institute•Worcester, MA

21d•Onsite

About The Position

The Service Desk Representative is responsible for providing front-line in-person, phone, and e-mail technical support to the WPI community. This position provides operations support for the library pay-for-print center, media sales, and equipment lending. The Service Desk Representative works closely with other Service Desk staff, Service Desk student staff, and IT technical support staff to ensure the successful and timely resolution of incoming incidents, questions, and service requests.

Requirements

Associate's degree in a Computer Science field
0–3 years of experience

Responsibilities

Provide Tier 1 and 2 support as needed: Provide front-line in-person, phone, and e-mail support to WPI faculty, staff, and students to provide solutions to technical issues.
Provide support for first call resolution, including proper triage of incidents, troubleshooting, documentation of relevant information, and use of solutions knowledgebase.
Route/escalate all issues requiring tier 3 assistance appropriately as needed.
Provide excellent customer service to all members of the WPI community to maintain and improve user satisfaction.
Develop and implement technical procedures effective in quickly addressing user issues to minimize downtime: Carry out assessments to determine the need for changes in hardware/software configurations.
Concisely and effectively document issues in the Service Desk application software to facilitate resolution and maintain user satisfaction.
Provide operational support and maintenance for local computer labs as well as the library's public computers and printers: Maintain the library pay-for-print center, media sales, and equipment lending.
Ensure the Gordon Library printing locations are neat, orderly, and adequately supplied.
Assist with Technology Service Desk and Print Center inventory. Tasks include monitoring printers and media supplies.
Accountable reconciliation of sales made using the Point of Sales system.
Responsible for the library laptop loaning pool, including routine maintenance, inventory, and laptop loans.
Offer technical assistance for IT projects, on-campus events, and new employee onboarding: Work on IT Project teams to test and ensure projects are implemented correctly and on time.
Provide IT orientations for new employees to ensure information is provided to new employees to function in their assigned roles.
Provide IT support for summer programs and campus events to access software and network resources.
Performs all other duties and responsibilities as assigned or directed by the supervisor.