Technical Support Analyst - 502105
University of Richmond

Technical Support Analyst - 502105
SUMMARY:

Provides technical support to the university community. Resolves moderately complex technical problems (tier 1 and some tier 2), and may provide functional direction to student employees, as needed.

RESPONSIBILITIES:

• Provide phone support in the Help Desk call center. Analyze computer problems; gather customer specific needs; process workflow with clear explanation of problems and resolution. Create workflow / call tickets for phone support, walk in traffic, and emails to the Help Desk. Support live chat communications. As needed, direct workflow / service requests to proper technicians or other departments within Information Services with agreed service levels.
• Provide support for the walk up Help Desk; assist with computer service issues and provide support for mobile devices.
• Committee assignments as assigned.
• Other tasks as assigned.

QUALIFICATIONS:

• Microsoft Office Software Suite previous experience
• Hardware support for dual core computers and newer
• Operating System previous experience
• Familiarity desired with both PC and Mac platforms for hardware and software
• Ability to work directly, face to face, or over the phone, with customer
• Ability to analyze moderately complex computer problems
• Ability to communicate effectively, both orally and in writing
• Strong organizational skills

EDUCATION & EXPERIENCE:

• Customer Service related experience preferred
• High School Diploma required
• Some college or professional technology education desired

WORK HOURS:

• Full-time, non-exempt position
• Monday - Friday 10:30 a.m. to 7:30 p.m., some weekends 10:00 a.m. - 4:00 p.m.; 8 hrs./day; 40 hrs./week

SALARY STRUCTURE:
Pay Grade 4 (Hiring Range $17.18 to $21.48 per hour)

COVID-19:

The University of Richmond requires COVID-19 vaccinations for all students, faculty, and staff. The University allows exemptions to this requirement for religious, medical and strong personal conviction reasons. All newly hired employees must report their status within the first two weeks of employment.

ABOUT UR:

At the University of Richmond, we're creative, inclusive, and determined. We're Spiders, and our mission is to create positive change in the UR community and beyond. Located minutes from downtown Richmond, Virginia, the University of Richmond ( www.richmond.edu ) blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. There's only one place like Richmond.

UR is committed to developing a diverse faculty, staff and student body, and to modeling an inclusive campus community which values the expression of differences in ways that promote excellence in teaching, learning, personal development and institutional success. In keeping with this commitment, our academic community welcomes candidates from diverse backgrounds and candidates who support diversity. EOE

This job has expired.