Support Center Analyst/IT Support Assistant

This role provides primary tier one telephone and remote support for user technologies. The successful candidate will process work in a queued ticketing system, closing or escalating tickets and issues, and documenting resolutions in the ticketing or knowledge management system to help resolve similar problems more quickly in the future. Serve as backup for walk-in or field support. Assist with light repairs or provide support for internal IT-related services. Diagnose and resolve computer-related problems in hardware, applications, and operating systems, including issues related to installations and configurations. Provide primary support to resolve issues relating to computer and printer repair. Ensure documentation is accurate and updated regularly. Monitor computer lab resources and computing environment for errors and ensure optimum uptime of resources. Track all client interactions and document the work process. Support student users in computer labs. Identify opportunities to improve customer satisfaction, technology, and processes. Contribute to a team environment by working collaboratively. The role requires experience troubleshooting tier one Mac and Windows OS and related experience supporting email and desktop applications.