The Support Analyst position provides front line technology support for customer issues. This includes daily responsibilities for receiving, prioritizing, managing, and resolving reported technical issues. The analyst tracks, documents and resolves customer issues using the Service Desk ticket tracking system, or via other methods in accordance with departmental procedures and ITIL processes. The Support Analyst will provide support for hardware, software, phone, audio visual, and basic network support to internal users as well as support to remote users. Troubleshoot devices including, but not limited to desktops, monitors, laptops, thin clients, printers, scanners, cell phones, desk phones, and copiers. The Support Analyst will participate in an on-call rotation and may be called upon to provide after-hours phone support.