IT User Support Analyst

Kent State University • Kent, OH

382d • $41,731 - $43,000

About The Position

The IT User Support Analyst at Kent State University provides essential support to end users for various computing devices and applications. This role involves troubleshooting and resolving issues that first-tier help desk support cannot address, ensuring that users have the necessary tools and support for their computing needs. The analyst will work under routine supervision and is responsible for configuring, installing, and maintaining hardware and software, as well as providing training and documentation for users.

Requirements

• Bachelor's degree and 3 months of relevant professional experience in user support, or an Associate's degree and 2 years of relevant professional experience in user support, or comparable relevant professional experience in user support equivalent to 4 years.
• Knowledge of problem diagnosis, reporting and monitoring tools and processes.
• Skill in meeting and communicating with departmental supervisors and managers and stakeholders to better understand business needs.
• Ability to conduct end-user training and communicate effectively orally and in writing.

Responsibilities

• Configure, install, monitor and maintain users' computers and mobile hardware.
• Configure, install, monitor and maintain users' software.
• Install operating systems on hardware, supporting multiple platforms.
• Communicate with users to help understand and resolve problems, including status updates on requests, expectation management and pending projects.
• Communicate with stakeholders on pending projects and IS initiatives.
• Conduct research on new technology as requested.
• Escalate more complex problems to expert/management level or Tier 3 as necessary.
• Prioritize efforts on local support level as emergent issues arise.
• Provide end-user training for standard applications (MS Office, Google apps, browser support).
• Create and maintain documentation of departmental technologies.
• May supervise student employees; may assist student employees with resolving user problems.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: Associate degree