IT Support Analyst I

This is a fully remote position, open to applicants in South Dakota.

📋 Description

• Address support inquiries via phone, email, chat, and the service portal.

• Deliver friendly remote Tier 0/1 technical support to university students, faculty, and staff.

• Confirm user information as necessary.

• Log, classify, prioritize, and update incidents and service requests in the ticketing system.

• Inform users about ticket status and outline the next steps.

• Resolve common issues related to accounts, passwords, multifactor authentication, email, Microsoft 365, web browsers, university applications, basic network connectivity, and supported peripherals.

• Offer remote troubleshooting for university-issued staff computers.

• Assist students and faculty in connecting and configuring their personal devices for supported university services in accordance with published BYOD standards.

• Escalate any suspected security or privacy incidents, service disruptions, and issues that necessitate advanced or on-site support.

• Collect diagnostic information and direct tickets to the appropriate support team.

• Utilize and contribute to the knowledge base articles.

• Adhere to service desk procedures and engage in training and cross-training.

• Execute additional duties relevant to the position as assigned.

• Report to the service desk or IT support manager, or another designated supervisor.

• Maintain no supervisory responsibilities.

⛳️ Requirements

• High school diploma or equivalent.

• Relevant education, technical training, customer service experience, or IT support experience may be taken into account.

• Basic understanding of Windows and/or macOS.

• Familiarity with web browsers, Microsoft 365 applications, and common mobile devices.

• Capability to learn university systems and support procedures.

• Strong customer service skills, empathy, active listening, and clear verbal and written communication abilities.

• Basic technical troubleshooting skills, sound judgment, attention to detail, and effective time management.

• Ability to explain technical processes to users with varying levels of experience.

• Capacity to work independently in a remote setting.

• Proficient in following documented procedures and maintaining accurate ticket records.

• Commitment to safeguarding confidential information.

• Reliable internet connection.

• Work environment conducive to handling university information, in line with university policies.

• Ability to communicate via phone and electronically, read, write, type, and use a computer and headset for extended durations.

🏝️ Benefits

• Remote work arrangement.

• Scheduled for forty hours per week.

• Overtime may be required or allowed with prior approval.

• Reasonable accommodations for qualified individuals with disabilities.

• Opportunities for training and cross-training.

• Occasional travel to a university location for training, meetings, or operational needs.