Job Information
MIAMI UNIVERSITY Support Analyst I in Oxford, Ohio
Job Title
Support Analyst I
Department
Enterprise Operations
Worker Type
Regular
Pay Type
Salary
Position Salary Minimum
42500.00
Position Salary Maximum
55000.00
Salary will be commensurate with the level of the position, education, and experience.
Scheduled Weekly Hours
40
Benefit Eligible
Yes
Screening Date
2024-08-22
Job Description Summary
Provide Tier I technical support to clients remotely or in the field by identifying, reporting, tracking, troubleshooting and resolving incidents and requests using appropriate tools and applications.
Job Description
Troubleshoot Tier I technology issues including software, hardware, audiovisual, and networking issues.
Emergency "on-call" rotation.
Escalate complex problems that cannot be resolved to Tier II, and work with Tier II staff to assure resolution.
Provide and/or share technical knowledge with other support staff in the resolution of problems/requests related to the designated system.
Actively promote a customer-oriented environment in which the client is treated professionally and courteously. Actively promote a customer-oriented approach throughout IT Services.
Demonstrate strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions.
Identify symptoms and break problems into distinct and manageable parts; analyze and interpret root causes associated with a given problem; look at problems from other perspectives; seek other resources/expertise to define solutions; assist in solving intra-team problems.
Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions.
Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.
Learn quickly, adapt to change to meet the needs of the IT environment when given direction and guidance.
Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately.
Accurately restate the opinions and needs of others; demonstrate patience and active listening.
Apply principles and processes of service levels to work.
Participate in professional development activities.
Perform other related duties as required or assigned.
Minimum Qualifications
- Require Associates degree earned by date of hire
OR
Require 3 years relevant experience
Knowledge, Skills and Abilities
Knowledge & experience with Windows desktop operating systems and desktop business software, such as Windows 7, Windows 10 and Microsoft Office
Knowledge & experience with Macintosh desktop operating systems and desktop business software, such as Mac OS X 10.9.x (Mavericks), Mac OS X 10.11.x (EI Capitan) and Microsoft Office
Experience with Go
