VSU – Technical Support Analyst – 100% ON SITE

Job Description

ABOUT THE ROLE
100% on site with 1 Possible Telework Day

Key
Responsibilities

– Identify & Resolve: Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call.

– Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow).

– Remote Troubleshooting: Use remote desktop tools to guide users through software installations, password resets, and connectivity issues.

– Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear, concise notes.

– Knowledge Base Growth: Contribute to our internal “How-To” guides to help users (and the team) help themselves.

Technical Requirements
– Operating Systems: Proficiency in Windows 10/11 and macOS environments.

– Software Suites: Strong troubleshooting skills in Microsoft 365 (Outlook, Teams, Excel) and cloud-based apps.

– Networking Basics: A solid understanding of TCP/IP, DNS, VPN clients, and home Wi-Fi configurations.

– Identity Management: Basic experience with Active Directory or Azure AD (password resets, unlocking accounts, group memberships).

– Hardware Savvy: Ability to walk a user through cabling, docking stations, and peripheral setups over the phone.

What
We’re Looking For:
Communication Skills:
The ability to translate “tech-speak” into helpful instructions
for non-technical users.
Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.

Active Listening: Picking up on the “clues” a user gives to diagnose an issue they might not have the words to describe.

Clear Communication: The “Translate Tech-to-Human” skill—explaining complex fixes in simple, jargon-free language.

Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.

Our
Commitment to You

We believe in clear expectations and
constant growth. You can expect frequent, constructive feedback, interim
evaluations to track your progress, and all the resources you need to master
your role and hit your performance goals.

Requirements & Qualifications

Minimum Qualifications

· Education:
Associate’s degree in Information Technology, Computer Science, or a related
field (or equivalent professional experience).

· Technical
Proficiency: Hands-on experience troubleshooting Windows/MacOS environments
and common hardware (desktops, and laptops).

· Compliance
Knowledge: Basic understanding of IT security principles and data privacy
standards.

Preferred Skills

· Certifications:
CompTIA A+, Network+, or Google IT Support Professional Certificate.

· Customer
Service: A background in Help Desk technical support, ideally in an
academic or corporate setting.

Physical Requirements

· Ability
to work 100% on-site with possible Telework options

· Ability
to lift and move computer equipment (up to 30 lbs.) and navigate classroom
environments to perform installations.