Campus IT Helpdesk Analyst – Tech Support

Technical Support Analyst

Job : 298283

Location: Kennesaw, Georgia

Full/Part Time: Full Time

Regular/Temporary: Regular

Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower over 50,000 students to become thought leaders, lifelong learners, and informed global citizens.

Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision.

Come Take Flight at KSU!

(Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144. Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

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.

• 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

Educational Requirements: High School diploma or equivalent

Required Experience: Six (6) months of related experience

Additional

Preferred Qualifications:

Familiarity with Audio Visual/Instructional technology

Preferred Educational

Qualifications:

An undergraduate or advanced degree from an accredited institution of higher education in a related field

Preferred Experience: 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)

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.

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and…