Technology Support Analyst

HLS Technology Support Services provides high touch, high quality customer service to our community of faculty, staff, and students. We are looking for a driven end-point technician to bring their skills and experience to our diverse team. As a Technology Support Analyst (TSA), you will be an integral part of the support services team, focused on desk-side assistance. You will be prompt in your responses to service requests, maintain excellent communication with your customers, and have an enthusiastic approach to teamwork and collaboration. You will demonstrate superior technical skills, customer empathy, and an inquisitive and positive attitude. You will demonstrate sound judgment, maturity, and ownership of work assignments, while you balance shifting priorities to accomplish individual and team goals.

At HLS, we seek to become the best support group in higher education. We are searching for a new team member to join us and help us on our journey to bring HLS TSS to a higher level of service and quality. 

Essential Functions:

• Monitor incoming service channels and ticketing system, and respond to customer requests in a timely manner.
• Accurately records customer issues into the tracking system; maintains and updates support documentation to assist in information sharing within the team.
• Takes ownership of customer issues from first contact, and is accountable for the solutions and customer experience delivered until the issue is resolved.
• Provides technology support for faculty and staff via desk-side field visits.  Responsible for working independently to address complex technical issues using analytical and critical thinking skills.
• Act as an ally to other members of the support team by being approachable, collaborative, and friendly, providing whatever aid they can to assure that customer issues are being addressed in timely and precise manner.
• Work collaboratively with third-level technicians and Enterprise Infrastructure Group colleagues in testing new technologies, deployment trials, and skill sharing.
• Maintains current knowledge of personal computing technology, using that information to provide better support and consulting services.
• Expected to be able to perform the duties of any role at the Service Desk, so as to be able to cover those areas during peak times and assist other techs in managing workloads.
• Perform AV setups, strikes, and basic classroom and event support as needed.
• Responsible for leading and participating in large and small scale operational technology projects, working autonomously to meet deadlines and produce project deliverables.
• Participates in weekly Service Desk Coordinator rotation: supervising Service Desk technicians, acting as a technical escalation point, and directing workflow at the Service Desk.
• Occasionally required to work outside of normal business hours, and may be called during off hours.
• Performs other duties as required.

Basic Qualifications

BA/BS strongly preferred or equivalent combination of education and experience. Minimum of 3 years of related experience with computers and providing customer service in a technological environment, including working directly with end users in the field. Must be able to individually lift, move and install computer and audio/visual equipment up to 50lbs, and periodically up to 100 lbs. with the assistance of others.

Additional Qualifications

• Strong maturity, professionalism, and judgment required with ability to complete most work with little or no supervision.
• Demonstrated ability to organize and coordinate workload independently among constant deadlines and shifting priorities.
• Must possess superior written, oral and interpersonal communication skills with a strong dedication to customer service.
• Experience in training junior technicians and cooperative work-queue management.
• Experience working in a managed enterprise technology environment.
• Aptitude to learn, retain, and teach technical skills and institutional knowledge to junior staff.
• Working knowledge of IT Infrastructure Library (ITIL) principles and best practices is desirable.
• Background in higher-education is desirable, as are industry-standard hardware/software certifications (i.e. Microsoft, Apple, A+).