IT Support Analyst I

INFORMATION TECHNOLOGY SUPPORT ANALYST I

Position Description

Summary

The IT Support Analyst I provides remote Tier 0/1 technical assistance to university students, faculty, and staff. As a first point of contact, this position responds to support requests, records and triages incidents, resolves common access, software, device, and connectivity issues, and escalates requests that require advanced or on-site support. Support includes guidance for student and faculty-owned devices (BYOD) and remote support for university-issued staff computers. The position delivers patient, accessible service and protects university information in accordance with university policies, procedures, and values.

Minimum Qualifications

The IT Support Analyst I must satisfy the following minimum qualifications:

1. High school diploma or equivalent; relevant education, technical training, customer service experience, or IT support experience may be considered; and
2. Basic familiarity with Windows and/or macOS, web browsers, Microsoft 365 applications, and common mobile devices, with the ability to learn university systems and support procedures.

Skills and Attributes

The IT Support Analyst I must demonstrate customer service, empathy, active listening, clear verbal and written communication, basic technical troubleshooting, sound judgment, attention to detail, and effective time management. The position requires the ability to explain technical steps to users with varied experience levels, work independently in a remote environment, follow documented procedures, maintain accurate ticket records, protect confidential information, collaborate with teammates, and learn new systems and processes.

Essential Functions

The IT Support Analyst I performs the following essential functions:

Responds to support requests through approved channels, which may include phone, email, chat, and the service portal, and provides courteous remote assistance to students, faculty, and staff.

Verifies user information as required; records, categorizes, prioritizes, and updates incidents and service requests in the ticketing system; and communicates status and next steps.

Resolves common Tier 0/1 issues involving accounts and passwords, multifactor authentication, email, Microsoft 365, web browsers, university applications, basic network connectivity, and supported peripherals by using approved tools and knowledge resources.

Provides remote troubleshooting for university-issued staff computers. Guides students and faculty in connecting and configuring personally owned devices for supported university services within published BYOD standards; does not repair, administer, or guarantee personally owned equipment.

Recognizes issues that require escalation, including suspected security or privacy incidents and service outages; gathers relevant diagnostic information and routes tickets promptly to the appropriate support team.

Uses and contributes to knowledge-base articles, follows service desk procedures, participates in training and cross-training, and performs other duties appropriate to the position as assigned.

Required Work Hours

This is a remote, forty-hour-per-week position. Scheduled coverage may include daytime, evening, and weekend hours and may change based on university support needs. The employee must maintain a reliable internet connection and a work environment suitable for handling university information, consistent with university policy. Overtime may be required or permitted with prior approval.

Reporting and Supervisory Responsibilities

The IT Support Analyst I reports to the service desk or IT support manager, or another supervisor designated by the university.

1. This position has no supervisory responsibilities.

Physical Requirements

The IT Support Analyst I must be able to communicate by phone and electronically, and to read, write, type, and use a computer and headset for extended periods. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Travel

This is a remote position. Infrequent travel to a university location may be required for training, meetings, or operational needs.

Classification

1. FLSA: Nonexempt
2. IPEDS: Computer, Engineering, and Science

Note: This position description does not list every activity, duty, and responsibility of the position and may be altered by the university at any time.