Job Description

The Student Technology Center’s Service Desk and Technical Support Analyst will provide front-line technical support to a connected population in excess of 14,000+ residential student customers and conference guests.

The STC Service Desk and Technical Analyst will define and analyze incoming technical support requests related to network connectivity, CATV, in-room computing, network access control, virus quarantines, etc., in a customer service focused environment.

The STC Service Desk and Technical Analyst may also perform basic on site network diagnostics and security functions; quarantine user’s computers based on network reports; and meet the Service Desk’s responsibility to identify, track and provide timely resolution of all computer, network, and CATV-related problems and questions for customers and guests.

Assist with special projects related to the STC; and participation in after-hours on-call support on a rotating basis.

Job Qualifications

1. Demonstrated experience working as part of a computer Help Desk/customer support operation with a diverse customer base.
Required

2. Familiarity with client/server reporting and database tools (such as SQL Advantage, Crystal Reports, MS-Access).
Preferred

3. Knowledge of Windows Server and Active Directory to complete network administration tasks.
Preferred

4. Working knowledge of Dell KACE system for work requests.
Preferred

5. Demonstrated knowledge and experience with networked PCs in a Windows environment.
Required

6. Demonstrated working knowledge of database tools, including SQL-based administration, and relating ODBC issues for client/server systems.
Required

7. Demonstrated working knowledge of general networking concepts & protocols including TCP/IP.
Required

8. Demonstrated experience diagnosing, troubleshooting, and implementing wireless and wired connectivity in a university residential computing environment.
Required

9. Demonstrated proficiency in the Microsoft Office suite of products.
Required

10. Extensive experience with MS Outlook and current internet browsers.
Required

11. Working knowledge of HTML language for Web page design and maintenance.
Preferred

12. Working knowledge of remote user support applications for viewing a user’s computer desktop for troubleshooting and training.
Required

13. Demonstrated ability to troubleshoot cable television issues including tracking of home runs and installation of filters.
Required

14. Excellent telephone skills to convey the highest level of hospitality and customer service.
Required

15. Experience diagnosing, troubleshooting, and implementing wireless and wired connectivity in a university residential computing environment.
Preferred

16. . Interpersonal skills to work effectively and diplomatically with students, guests, staff, faculty, and administrators.
Required

17. Demonstrated oral communication skills to speak effectively to staff members at every level of the organization and convey highly technical information to customers who have a wide variety of technical experience of their own ranging from novice to expert.
Required

18. Ability establish and maintain cooperative working relationships with students, guests, staff, co-workers, administrators, and vendors.
Required

19. Demonstrated excellent written communication skills.
Required

20. Ability to exercise independent good judgment where no formal policy exists.
Required

21. Flexibility in accepting new or special assignments on short notice to enable the department to cover essential functions or meet organizational goals.
Required

22. Ability to quickly and independently learn and adjust to changing technology and environments.
Required

23. Skill in working with frequent interruptions and competing priorities.
Required

24. Familiarity with at least one of the following: the administrative and/or development operations of a major university, operations of a university residential program or hospitality operations of a major hotel or conference center.
Preferred

25. Ability to lift computers and packages weighing up to 35 pounds (assistance can be provided if necessary).
Required

25. Knowledge of safe working and lifting guidelines
Required

26. Ability to drive a university vehicle including an electric cart.
Required

27. Ability to work flexible schedules, including weekends and evenings if necessary.
Required