Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions
Troubleshoot and resolve workstation and classroom technology problems
Act as educator and coach to help college staff, faculty and students adopt and use core institutional technologies effectively
Actively contribute to the development and implementation of training materials and programs that promote the roll-out and use of technology
Follow the established incident management process, ensuring escalated tickets have appropriate details for issue resolution
Maintain complete, accurate and timely records in the Help Desk ticketing system for all client support activities
Develop a mastery of classroom and conference room technologies
Maintain high up-time of classroom and conference room systems through daily audits
Respond to and fulfill requests to meet Service Level Agreements
Participate in special projects and other duties as assigned

Bachelor’s degree or equivalent job experience required
4-6 years of experience providing desktop support
MCSE or MCSA, or CompTIA certification preferred
Excellent troubleshooting and critical thinking skills
Excellent interpersonal, verbal and written communication skills
Proficiency with a variety of Windows operating systems and software including Office365, Outlook and multiple browsers
Proficiency with Macintosh operating systems and software including Safari and MS Office and Outlook for Macintosh
Knowledge of networking concepts and the ability to troubleshoot network printing and wireless client issues
Experience with audio visual technology and videoconferencing systems
Ability to work flexible shifts, which may include evenings and/or weekends and peak periods

Regional IT Support Analyst

Key skills