IT Analyst

Job Summary

IT Analyst I will provide beginner to intermediate frontline technology support for client requests and incidents, through chat, phone calls, and/or walk‑up client interactions. Handles Tier 1 client support, that is support for process‑driven and documented known issues. Technical issues and skills will vary but include account access, email, network connectivity, software, academic technology, computing endpoint devices, printers and other technology peripherals.

• High school diploma/ GED.
• Experience providing customer service in a front‑facing role, with hands‑on or remote computing experience.
• Willingness and ability to obtain job‑related certifications as required (e.g., Dell, Apple, CompTIA A+, Microsoft 365 Certified Associate).

• Associate’s Degree in a related field.
• One (1) year of hands‑on computing work experience supporting computing endpoints.
• Prior experience providing customer service in a front‑facing technical support environment.
• Prior experience supporting students, faculty, and staff in a higher‑education setting.

• Provide technical instructions to a non‑technical audience. Collaborate with other members of the IT team, especially Service Desk staff but also other frontline IT support teams to resolve common tickets/issues.
• Ensure prompt resolution of client issues and maintain high levels of customer satisfaction.
• Escalate issues internally as needed, & monitor progress through resolution.

• Analyze, identify, repair, and restore services for various common accounts, email, network connectivity, software, academic technology, and endpoint device and peripheral issues.
• Resolve common recurring issues for clients.
• Assist clients in finding the right pre‑existing training material for their questions.

• Record client requests and incidents in the approved ticketing system following expected use of templates and documentation requirements.
• Notify supervisor on needs to update knowledge articles and technical documents when work is impacted.

• Provide IT event support.
• Setup and management labs.
• Provide academic software support to students, faculty and staff.
• Help mentor and monitor student employee work.

• Entry level

• Full‑time

• Information Technology

• Higher Education