Technical Support Analyst

Job Summary Provides first and second level technical support to all Kennesaw State University students, faculty and staff via phone, email, remote services, and in‑person. Documents and records all information in a tracking system regarding problems/issues or service requests and escalates unresolved issues to the appropriate next level support team. Responsibilities Provides technical support and details on all work performed in the ticketing and tracking system Sources solutions using a curated knowledge base and other resources Performs hardware and software diagnostics and repairs Supports classroom instructional technology and equipment Coordinates the resolution of technical issues using available resources Maintains asset and inventory management Supports required events and conferences Provides back‑up support for other team members Required Qualifications High School diploma or equivalent (Educational Requirement) Six (6) months of related experience (Required Experience) Preferred Qualifications Familiarity with Audio Visual/Instructional technology An undergraduate or advanced degree from an accredited institution of higher education in a related field Experience in ticketing and tracking systems Technical support experience in a field or call center environment Experience in supporting Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android) Knowledge, Skills & Abilities Able to handle multiple tasks or projects at one time meeting assigned deadlines Demonstrated customer service, conflict de‑escalation, time management, patient listening reading and comprehension skills Knowledge of Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android) Familiarity with work tracking or ticketing system, Learning Management Systems, Management Information Systems Self‑motivated, team player, efficient and dynamic problem solver in a fast‑paced high‑volume environment Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite) Strong attention to detail and follow‑up skills Strong customer service skills and phone and e‑mail etiquette Equal Employment Opportunity Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, colour, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community. Other Information This is not a supervisory position. This position does not have any financial responsibilities. This position will not be required to drive. This role is not considered a position of trust. This position does not require a purchasing card (P‑Card). This position may travel 1% - 24% of the time. This position does not require security clearance. Background Check Standard Enhanced #J-18808-Ljbffr