IT Support Analyst I
IT Support Analyst I
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Job Description
JOB TITLE
IT Support Analyst ILOCATION
WorcesterDEPARTMENT NAME
Services & SupportDIVISION NAME
Worcester Polytechnic Institute WPIJOB DESCRIPTION SUMMARY
The Service Desk Representative is responsible for providing frontline inperson phone and email technical support to the WPI community. This position provides operations support for the library payforprint center media sales and equipment lending. The Service Desk Representative works closely with other Service Desk staff Service Desk student staff and IT technical support staff to ensure the successful and timely resolution of incoming incidents questions and service requests.WPI is passionate about creating an inclusive workplace that promotes and values diversity. We are looking for candidates who can support our commitment to equity diversity and inclusion.
JOB DESCRIPTION
Responsibilities:
Provide Tier 1 and 2 support as needed:
- Provide frontline inperson phone and email support to WPI faculty staff and students to provide solutions to technical issues.
- Provide support for first call resolution including proper triage of incidents troubleshooting documentation of relevant information and use of solutions knowledgebase.
- Route/escalate all issues requiring tier 3 assistance appropriately as needed.
- Provide excellent customer service to all members of the WPI community to maintain and improve user satisfaction
Develop and implement technical procedures effective in quickly addressing user issues to minimize downtime:
- Carry out assessments to determine the need for changes in hardware/software configurations.
- Concisely and effectively document issues in the Service Desk application software to facilitate resolution and maintain user satisfaction.
Provide operational support and maintenance for local computer labs as well as the librarys public computers and printers:
- Maintain the library payforprint center media sales and equipment lending.
- Ensure the Gordon Library printing locations are neat orderly and adequately supplied.
- Assist with Technology Service Desk and Print Center inventory. Tasks include monitoring printers and media supplies.
- Accountable reconciliation of sales made using the Point of Sales system.
- Responsible for the library laptop loaning pool including routine maintenance inventory and laptop loans.
Offer technical assistance for IT projects oncampus events and new employee onboarding:
- Work on IT Project teams to test and ensure projects are implemented correctly and on time.
- Provide IT orientations for new employees to ensure information is provided to new employees to function in their assigned roles.
- Provide IT support for Summer programs and campus events to access software and network resources.
Requirements:
- Associates Degree or equivalent demonstrated by experience.
- Good communication skills and the ability to deal with users of various levels of computer literacy and technical competency are essential
- Flexibility with shift work and ability to work overtime when needed. Main shift will be from 10:30 am 7:00 pm Monday through Friday during the academic year. Shift may adjust based on Librarys open hours when school is not in session.
- Experience supporting current versions of Windows Mac OS and Office 365 in a networked environment as well as a working knowledge of PC hardware and configuration issues.
- Knowledge of networking and internetworking concepts as well as wireless networking configuration experience required.
- Must be detailoriented possess good problemsolving skills and be able to work independently.
- Knowledge or experience working within Ticketing Systems
Pay range is $21.25 $26.01 per hour. WPIs benefits package includes a robust retirement match wellness perks tuition assistance and more!
This is an onsite role for first few months for training purposes with the opportunity for a flexible hybrid schedule following the training period.
FLSA STATUS
United States of America (NonExempt)WPI is an Equal Opportunity Employerthat actively seeks to increase the diversityof its workplace. All qualified candidates will receive consideration for employment without regard to race color age religion sex sexual orientation gender identity national origin veteran statusor disability. It seeks individuals withdiverse backgrounds and experiences who will contribute to a culture of creativity collaboration inclusion problem solving innovation high performance and change making.It is committed to maintaining a campus environment free of harassment and discrimination.
Required Experience:
IC
Employment Type
Full-Time
