Position Overview
Our Computer Resource Consulting (CRC) team, part of University IT (UIT), is seeking a skilled Computing Support Analyst 1 (CSA1) to join our dynamic team. As a key member of our team, you will work under direct supervision to provide technical support to end-users, resolving issues related to hardware, software, and network systems.
Core Responsibilities - Technical Deployment: Image machines and install, configure, and deploy hardware and software to end-users, ensuring a seamless client experience.
- Triage Support: Provide initial technical support, gathering information and attempting to resolve issues.
- Issue Resolution: Troubleshoot and resolve basic technical issues, such as password resets, software installation, and configuration problems.
- Escalation: Identify and escalate complex issues to higher-level support teams, providing detailed documentation and context.
- Documentation: Maintain accurate records of client interactions, issues, and resolutions in a ticketing system.
- Customer Communication: Communicate technical information to non-technical customers, providing clear explanations and setting proper expectations.
- Knowledge Base Development: Contribute to the development and maintenance of a knowledge base, including troubleshooting guides and FAQs.
Requirements Required Skills and Qualities
- Proficiency in Windows and Mac operating systems, with a strong understanding of network infrastructure and business software applications.
- Experience with mobile device operating systems, including iOS and Android, is highly desirable.
- Adept at problem-solving, expectation management, and customer care.
- Effective communicator with good written, verbal, and problem-solving abilities.
- Familiarity with help desk ticketing systems, and remote support tools.
- A continuous learning mindset with a strong desire to learn additional technical skills and deliver excellent client experience.
Certifications and Licenses Though not required, certifications related to end-user technology and support operations, such as those from CompTIA, Microsoft, Apple, and ITIL, would be a plus.
Work Environment and Physical Demands - This is a 1-year contract position with the potential for extension based on departmental needs and performance.
- This is an on-site role. Remote work may be considered based on specific department needs or circumstances, with manager approval.
- The typical work schedule is Monday to Friday, 8 AM to 5 PM PT, but may occasionally require extended hours, weekends, and on-call rotation.
Top 3 Requirements to Hire - Technical & Hardware Proficiency: Experienced in both Windows and Mac operating systems, with a strong aptitude for learning network infrastructure and business software applications.
- Proficient in mobile device management across iOS and Android platforms.
- Skilled in hardware deployment, system builds, imaging, and setup within Windows/Mac environments, including peripherals and accessories.