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    Support Analyst II - Boston, United States - Berklee College of Music

    Berklee College of Music
    Berklee College of Music Boston, United States

    2 weeks ago

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    Description

    Job Description:

    Under supervision of the Service Desk Manager, the Technology Support Analyst II works closely with and acts as an escalation point for Support Analyst I staff and Service Desk student employees.

    The Technology Support Analyst is primarily responsible for tier 1 troubleshooting and first call resolution.


    DUTIES AND RESPONSIBILITIES:
    Perform basic computer software and hardware troubleshooting via telephone, email, Zoom video or in personIdentify and resolve (tier 1) account issues for students, staff and faculty; work with or escalate to Account Support Analyst to resolveProvide support for common incidents and service requests including, but not limited to, software installation, password resets, authentication of DUO two factor authenticationAssist in Service Desk call center phone coverage as assigned; when needed outside of assigned timesStrive for first contact resolutionProvide clear, accurate and up to date details on troubleshooting, triage, resolution, and communication in support ticketsActively translate client needs into viable technical solutionsDelegate new service requests to appropriate groups within ITSUnderstand how to support and troubleshoot a wide range audio applications and plugins ranging from, but not limited to, Pro Tools, Logic Pro, Cubase, Finale, and iZotopeUnderstand how to support and troubleshoot digital audio hardwareRegularly contribute to the knowledge base and work with TTS to ensure accurate contentAssist the Service Desk Manager in training and supervision of TTS student employeesProvide coaching and mentoring and operate as an informative resourceWork cooperatively and share knowledge freely with all colleaguesBuild strong working relationships with colleagues and clients, meet regularly with department contacts to gain in-depth understanding of their business and computing needsWork with Service Desk manager on receiving training and certifications relevant to jobStay informed of technology advancements, specifically those that are used or could be used at BerkleeStay up-to-date with technology and maintain any required certificationsParticipate in required training for both technical and interpersonal skillsKeep ITS staff notified of emerging issuesParticipate in projects as assignedAdhere to all published guidelinesPromote a positive, safe and professional work environmentPerform other duties as assigned


    MINIMUM JOB QUALIFICATIONS:
    2-5 years of experience in the direct delivery of IT support.

    Experience providing both phone support and in person supportDemonstrated experience providing customer serviceBachelor's degreeSKILLS AND ABILITIES REQUIRED:
    Functional knowledge of Mac OS and Apple hardwareWorking knowledge of Windows OS and PC hardwareFunctional knowledge of Google WorkspaceUnderstanding of audio software and plugins; understanding of digital audio hardware; understanding of software synthesizers and plugins, understanding of MIDI technologies and hardwareStrong verbal and written communication skillsStrong technical and analytical skillsStrong interpersonal skills; ability to interact, communicate and work well with othersAbility to translate technical instructions into easily understood steps to a diverse client baseCommitment to exemplary customer serviceStrong organizational and time management skills including the ability to prioritize and independently manage a changing workload and scheduleAbility to work with a sense of urgencyAbility to mentor small teams when called uponAbility to represent needs of the team while working in project groupsAbility to learn existing and emerging computer technologies quicklyQUALIFICATIONS,


    SKILLS AND ABILITIES PREFERRED:


    Apple Certified Support Professional Certification (ACSP)ITIL v3 Foundations certificationThis document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

    Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee:
    We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance. Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions.

    Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.

    As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations.

    If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at or call Berklee is committed to increasing the diversity of our institution, community, and the curriculum.

    Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.

    *Employee Type:Staff
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