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.

Excellent troubleshooting and critical thinking skills.
Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly English.
Strong customer service skills: Patience, attentiveness and the ability to use positive language.
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 in and foster a collaborative team environment.
Ability to work flexible shifts, which may include evenings and/or weekends and peak periods including, but not limited to the beginning of each semester and service launch dates.
Excellent follow-through and attention to detail.

Regional IT Support Analyst

Key skills