Technical Support Analyst

Technical Support Analyst

Job

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!

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.

DEPARTMENT SPECIFIC TASKS AND RESPONSIBILITIES:
Due to the nature of the after-hours support role, the candidate would be required to work Monday - Thursday 10:00AM - 7:00PM and Friday 8:00AM - 5:00PM and on some Weekends as needed.

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

High School diploma or equivalent

Six (6) months of related experience

Familiarity with Audio Visual/Instructional technology

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

• 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 Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards.

More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2. Additional details on policies are available online .

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online .

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work…