IT Support Analyst Level l

Primary Responsibilities /Accountabilities/ Essential Functions:

1.  Actively respond to teammates’ request for guidance or assistance in chat. 

2. Assist with new technician training and assimilation 

3. Create tickets for every call, documenting issues with all notable information. If an escalation is required, assign to the appropriate team or technician 

4. Follow up on open tickets to ensure SLA timeframe is being met and contacts end users for further troubleshooting 

5. Provide/Remove Access Based on Employment Status 

6. Discover and Document Processes for New Applications or Procedures 

7. Mentor student worker sub team, review calls and tickets for performance feedback after being on the team for 6 months 

8. Perform remote troubleshooting through diagnostic techniques and asking pertinent questions, ascertain reason for the call and determines the best solution based on the issue and details provided by customers 

9. Provide Audio-Visual support for classrooms, company events, and meetings 

10. Provide support for student networking, cox cable, and student hardware repairs 

11. Multi-company technology support for employees of GCE, GCU and Orbis 

12. Research Issues Through Available Resources 

13. Respond and Prioritize incoming phone calls, tickets, and e-mail requests for assistance from users experiencing problems with computer-related technologies 

14. Triage Support Tickets while assisting employees via remote session or phone 

15. Other duties as assigned.

Equipment Used and Responsibility

• MS Office Suite
• Active directory, network printing, scanning/imaging, client computer, basic and routine office software, email, client/server, Windows operating systems, Mac operating systems and telecommunications
• Basic networking and TCP/IP configurations
• Desk Management and Security Suites

Supervisory Responsibilities

None

Experience/  Education

• College degree in computer sciences, information technology or information systems preferred.
• One (1) year hands-on work experience working with Mac and PC based hardware, software, networking components in a multi-platform, client/server environment using LAN and/or WAN technologies preferred, preferably in a customer service role assisting with diagnosing technical problems.
• Related technical certifications are helpful but not required.
• Must work outside of normal business hours and rotating shifts
• Must pass pre-employment background investigation.

Physical Requirements:

• Sitting:      6-7 hours a day
• Standing:  1-2 hours a day
• Walking:   1-2 hours a day
• Lifting:      Occasionally
• Carrying:    Occasionally
• Pushing:     Occasionally
• Bending:    Occasionally
• Squatting:  Occasionally
• Kneeling:      Occasionally
• Climbing:     Occasionally
• Reaching:    Occasionally
• Grasping:     Frequently
• Fine Eye to Hand Coordination:  Continuously
• Driving:       Rarely
• Work Environment:  Office building on site.  Work is performed primarily inside, subject to variations in temperature and weather, equipment noise and dust.