IT Support Analyst - Marion, United States - Indiana Wesleyan University

Description

IT Support AnalystJob no:
Work type: Hourly (Full Time)

Location:
Marion, IN Categories: Information Technology

Job Title:
IT Support Analyst

Reporting Relationship:
Assistant Director of IT Support & ConsultationUnit: Central AdministrationDepartment: IT Support - Central AdministrationCampus

Location:

Maxwell Center/IT Extension OfficeSummary of Position: The IT Support Analyst is responsible for providing advanced technical and computer support for students and employees of Indiana Wesleyan University.

Support is provided via multiple modalities:
face-to-face in office, face-to-face in the field, phone/voicemail, and email. This position is expected to troubleshoot and document fixes for all incidents escalated to this team. IT Support Analysts are the primary escalation point for the student-staffed IT Support Representatives.

Analysts are expected to aid in the development of standard operating procedures to empower the IT Support Representatives to resolve issues on first contact.

Duties and Responsibilities Troubleshoot advanced technical problems using a variety of tools Provide exceptional customer service while communicating with customers through phone, voicemail, email and in-personDocument all work and interactions using IT Service Management software Actively participate in knowledge management through maintaining and creating knowledge base articles Assist in the delivery and setup of computer equipment and moves Identify large-scale problems by spotting patterns in reported incidents Assist in supervising student workers and provide guidance when needed Qualifications: According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.

EducationAssociate's Degree with two (2) years in a related field, or equivalent combination of education and experience, such as a High School diploma and four (4) years of related experience, or a Bachelor's Degree in a related fieldExperienceExperience troubleshooting computer hardware, mobile devices, networking, printing, and softwareExperience in troubleshooting in a Windows and MacOS environmentThorough knowledge of Microsoft Office and other productivity softwareFamiliarity with Office365 cloud servicesDemonstrated ability to work with colleagues who represent a diversity of work and conflict resolution stylesExperience in writing end-user technical documentationRequired SkillsExcellent written & verbal communication skillsDetail orientedStrong ability to prioritize conflicting demands from projects and operational workConflict resolution / diplomacyFast learner with the ability to self-learn new skills and techniquesAdaptabilityLIMITATIONS AND DISCLAIMERAs a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Advertised:
06 Dec 2022 US Eastern Standard Time Applications close: 12 May 2024 US Eastern Daylight Time