Faculty and Staff Positions

Support Analyst I

The Support Analyst I is under the supervision of the Director of IT Operations. The Support Analyst I is responsible for supporting end users with hardware and software needs.

QUALIFICATIONS & SKILLS

An Associate’s Degree or equivalent work experience in a related field is required, Bachelor’s Degree preferred. Support Analyst I must have a working knowledge of workstation support. Excellent written and verbal communication skills are a must. Ability to keep a positive attitude and professional demeanor in a high pressure environment is a must.

Essential Functions

  1. Maintains a high standard of customer service in dealing with and responding to technical issues.
  2. Investigates, analyzes, and resolves complex hardware problems; performs advanced hardware repairs, maintenance, technical assistance, and support on a wide range of computers and peripherals.
  3. Analyzes and resolves problems with software, applications, and systems; provides a wide range of in-depth technical assistance to end users.
  4. Collaborate with peers to ensure team goals are met efficiently and professionally.
  5. Reviews, prioritizes, and processes support incidents; provides detailed documentation of all work performed on assigned support requests.
  6. Follows processes for maintaining inventory tracking and asset management.
  7. Trains and supervises student employees, as appropriate.
  8. Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems; participates in professional development activities as appropriate.
  9. Researches, analyzes, and recommends appropriate computer hardware for customized computer configurations.
  10. Participate in on-call rotation for off hour’s computer system emergencies including weekends and holidays.
  11. Other duties as assigned by the Director of IT Operations.

Interested candidates can electronically submit resumes to Edie Shackelford, Secretary to the Director of IT Operations, at eshackelford@leeuniversity.edu.