Indiana Wesleyan University Marion , IN 46953
Posted 3 weeks ago
Summary of Position: The IT Support Analyst is responsible for providing advanced technical and computer support for students and employees of Indiana Wesleyan University. Support is provided via multiple modalities: face-to-face in office, face-to-face in the field, phone/voicemail, and email. This position is expected to troubleshoot and document fixes for all incidents escalated to this team. IT Support Analysts are the primary escalation point for the student-staffed IT Support Representatives. Analysts are expected to aid in the development of standard operating procedures to empower the IT Support Representatives to resolve issues on first contact.
Duties and Responsibilities
Troubleshoot advanced technical problems using a variety of tools
Provide exceptional customer service while communicating with customers through phone, voicemail, email and in-person
Document all work and interactions using IT Service Management software
Actively participate in knowledge management through maintaining and creating knowledge base articles
Assist in the delivery and setup of computer equipment and moves
Identify large-scale problems by spotting patterns in reported incidents
Assist in supervising student workers and provide guidance when needed
Qualifications: According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.
Education
Experience
Experience troubleshooting computer hardware, mobile devices, networking, printing, and software
Experience in troubleshooting in a Windows and MacOS environment
Thorough knowledge of Microsoft Office and other productivity software
Familiarity with Office365 cloud services
Demonstrated ability to work with colleagues who represent a diversity of work and conflict resolution styles
Experience in writing end-user technical documentation
Required Skills
Excellent written & verbal communication skills
Detail oriented
Strong ability to prioritize conflicting demands from projects and operational work
Conflict resolution / diplomacy
Fast learner with the ability to self-learn new skills and techniques
Adaptability
LIMITATIONS AND DISCLAIMER
As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
Advertised: 06 Dec 2022 US Eastern Standard Time
Applications close: 07 Jul 2024 US Eastern Daylight Time
Indiana Wesleyan University