Technical Support Analyst I

San Jacinto•Pasadena, TX

3d•Onsite

About The Position

Technical Support Analyst I - Central Campus FUNCTION: Provide first level response for onsite computing environments, audio visual equipment, and peripheral issues, to include reviewing internal documentation to assess, diagnose and resolve issues, as outlined in the ITS service level agreement.

Requirements

Balance between customer service, technical skills and an ability to interact with customers at any level within the organization required.
Knowledge of issue tracking and ticketing software required.
Knowledge of audio equipment troubleshooting required.
Basic knowledge of computer troubleshooting required.
Knowledge of typical IT service delivery including software delivery, enterprise applications, infrastructure services and help desk services required.
Must be highly organized and possess excellent verbal communication and documentation skills.
Strong listening skills required.
Strong problem-solving skills required.
Must be proficient in Microsoft Office 365.
Must be able to work weekends.
Must be able to travel between campuses and extension centers.
Must possess the necessary knowledge and support for maintaining the security and integrity of the College’s infrastructure while carrying out tasks.
High school diploma/GED from an accredited institution.
One + years of related work experience or equivalent, such as completion of 18 credit hours towards a degree in IT/Computer Science from an accredited institution.

Nice To Haves

Experience in Higher Education preferred.
Banner SIS experience preferred.
Industry certifications for audio visual and computer support preferred.
ITIL foundations certification preferred.

Responsibilities

Provide first level response for onsite computing environment and peripheral issues as outlined in the ITS service level agreement.
Provide first level and if assigned, second level response for technical issues related to audio visual equipment as outlined in the ITS service level agreement.
Provide exceptional customer assistance in ITS Service Desks during assigned shifts as outlined in the ITS service level agreement.
Provide technical support for computers and AV equipment in classrooms and labs as requested. Includes preventative maintenance of facilities and equipment as assigned during certain time frames.
Provide operational support for the intake, verification, and delivery of IT assets during procurement and deployments.
Escalate issues which won’t be resolved within the Service Level Agreement to the Manager, IT Asset Management.
Participate in continuous improvement techniques to improve efficiency and service to customers.
Support development efforts by participating in assigned training, committees or focus groups.
Attend committees or focus groups
Attend Training
Other duties as assigned