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Form of workAgency: Central Administration
Job no: 492707
Work type: Hourly (Full Time)
Location: Marion, IN
Categories: Information TechnologyApply now
Job Title:IT Support Analyst
Reporting Relationship: Assistant Director of IT Support & Consultation
Unit: Central Administration
Department:IT Support - Central Administration
Campus Location: Maxwell Center/IT Extension Office
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
- Associate's Degree with two (2) years in a related field, or equivalent combination of education and experience, such as a High School diploma and four (4) years of related experience, or a Bachelor's Degree in a related field
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: Dec 06 2022 US Eastern Standard Time
Application close: Mar 10 2024 US Eastern Daylight Time
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