Elon University is currently accepting applications for a Technology Support Analyst. The primary role of the Technology Service Desk is to serve as a single point of contact for Information Technology at Elon University. This position provides technical support to the University community with a focus on first-contact and first-level resolution. Additionally, the position is responsible for helping support and maintain smooth day-to-day operations of the Technology Service Desk.
• Provide support to incoming requests to the IT Service Desk via telephone, email, chat, and in-person to ensure courteous, timely, and effective resolution of client issues. • Prioritize incidents and service requests according to defined processes. • Route incidents and requests with accurate documentation to the appropriate group as needed. • Use the IT Service Management Record, track, and document the process of supporting each incident and request. • Research solutions through internal and external knowledgebase as needed. • Participate in the development of student staff through training, coaching, mentoring, and issue escalation. • Maintain a working knowledge of current and changing hardware, software, and processes provided by Information Technology to provide and improve high-quality support. • Build and maintain positive relationships with clients and service providers to support the needs of the Elon University community. • Always seek continual improvement through action and conversation. • Other duties as needed or required.
Two or more years of post-secondary education. Bachelor’s degree preferred in a related field.
Certifications and Licensures: Any computer-related certification is desirable. These can include but are not limited to A+, HDI, and Microsoft certifications.
• 2-3 years’ experience with technical troubleshooting and support in a customer service environment. • Knowledge of computer troubleshooting including operating systems and common software. • Experience with productivity suites such as Microsoft Office and/or Google Apps. • Understanding of virus and malware troubleshooting. • Strong written, oral, and interpersonal communication skills, including the ability to explain common repair issues to non-technical customers. • Customer service attitude toward resolving technical problems. • Ability to plan and execute troubleshooting steps with an analytical approach. • Ability to understand and retain information quickly. • Ability to work independently as well as a team member. • Ability to handle conflict and negative reactions professionally and constructively. • Ability to effectively multi-task.
Internal Number: 20121271
About Elon University
Elon University has built a national reputation as the premier student-centered liberal arts university that values strong relationships between students and their faculty and staff mentors. Elon's 6,700 students prepare to become the ethical leaders the world needs, putting their knowledge into action on campus, in the community and around the globe. Elon is known for academic excellence across the curriculum, and for experiential learning programs in study abroad, undergraduate research, leadership, interfaith dialogue, civic engagement and community service. Elon is ranked the nation's #1 master's-level university for study abroad and is a top-producer of Fulbright Student Scholars and Peace Corps volunteers. U.S. News & World Report recognizes Elon more than any other university in the nation for academic programs that "Focus on Student Success." More than 425 full-time faculty members teach in six academic units: Elon College, the College of Arts and Sciences; the Martha and Spencer Love School of Business; the School of Communications; the School of Education; the School of Health Sciences; and the School of Law. Elon's four-year graduation rate of 78 percent ranks in the top... 10 percent of U.S. private universities. The student-faculty ratio is 12-1, and the average class size is 20. The university's 636-acre residential campus in the Town of Elon, N.C., is consistently recognized as one of the nation's finest environments for learning. The Elon Phoenix NCAA Division I athletic program is a member of the Colonial Athletic Association.