Technical Support Analyst

Are you ready to join a community leading in innovative teaching and learning? Kennesaw State University is one of the 50 largest public institutions in the country. With our growing enrollment and global reach, we are enjoying increased prominence among Georgia¿s colleges. We offer more than 150 undergraduate, graduate, and doctoral degrees to over 43,000 students. Our entrepreneurial spirit, high-impact research, and Division I athletics also draw students from throughout the region and from 92 countries across the globe. Our university¿s vibrant culture, career opportunities, and rich benefits make us an employer of choice. We are searching for talented people to join our mission. Come to KSU and find your passion.

Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.

Provides first and second level technical support to all Kennesaw State University students, faculty and staff via phone, email, remote services, and in-person. Documents and records all information in a tracking system regarding problems/issues or service requests and escalates unresolved issues to the appropriate next level support team.

KEY RESPONSIBILITIES:
1. Provides technical support and details on all work performed in the ticketing and tracking
system
2. Sources solutions using a curated knowledge base and other resources
3. Performs hardware and software diagnostics and repairs
4. Supports classroom instructional technology and equipment
5. Coordinates the resolution of technical issues using available resources
6. Maintains asset and inventory management
7. Supports required events and conferences
8. Provides back-up support for other team members

Educational Requirements
High School diploma or equivalent
Required Experience
Six (6) months of related experience

Additional Preferred Qualifications
Familiarity with Audio Visual/Instructional technology
Preferred Experience
Experience in ticketing and tracking systems
Technical support experience in a field or call center environment
Experience in supporting Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)

ABILITIES
Able to handle multiple tasks or projects at one time meeting assigned deadlines 
KNOWLEDGE
Demonstrated customer service, conflict de-escalation, time management, patient, listening reading and comprehension skills  
Knowledge of Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)  
Familiarity with work tracking or ticketing system, Learning Management Systems, Management Information Systems
SKILLS
Self-motivated, team player, efficient and dynamic problem solver in a fast-paced high-volume environment  
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills  
Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite)  
Strong attention to detail and follow up skills  
Strong customer service skills and phone and e-mail etiquette
 

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.
For additional information or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 202, [email protected], or by making a report here.

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1% - 24% of the time
This position does not require security clearance.

• Standard Enhanced

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf