SCOPE OF POSITION
The IT Customer Support Analyst I is responsible for being the first point of contact for all customers of Information Technology. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills. Examples of primary responsibilities are: triage issues and service requests as appropriate; perform password resets; provide remote access support; issues. The Analyst I should have a broad knowledge of all services and applications offered by the IT department and ability to escalate to an Analyst II or III for required assistance.
See Table of Organization.
EDUCATION AND EXPERIENCE
High School diploma or equivalent required, Associate's degree preferred. Two year IT experience is required. Advanced desktop PC hardware and software knowledge is preferred. Solid written and verbal communication skills, self motivated and strong time management skills required.