ITS Client Services Analyst (Reg FT)

1. Ability to review customer inquiries and requests and provide support via telephone, instant messaging, video conferencing, email, and in person. Research and respond to Tier 2 customer inquiries according to established SLAs while ensuring excellent customer service. 2. Analyze and troubleshoot any technology related problems efficiently in order to maintain all technology related items are in working order, and perform routine maintenance/repairs as needed or assigned. Work directly with technology vendors as necessary to resolve issues. Technology support includes, but is not limited to: laptops, desktops, printers and other peripherals, wireless access points, cellular television services, surveillance systems, doors systems, instructional technology, Crestron systems, Extron systems, projectors, televisions, document cameras, sound systems, digital signage, VOIP, network cabling/support, specialized discipline specific software installations/configuration, VPN, various collaboration tools, conference room technology, and Blackboard. 3. Install and configure systems application software for Microsoft Windows, Apple Mac OS, and various mobile operating systems. Understanding and utilization of centralized hardware/software asset management systems and MDM systems. 4. Collaborate with team members to deliver services in a centralized, standard, streamlined fashion. Collaborate with training teams to assist with training on a variety of technology topics and solutions to students, staff and faculty where applicable. Create clear and concise documentation for technology support and process mapping as needed. 5. Assist with the content creation, and proactive editing and maintenance of the department’s website(s), portal, intranet, and knowledge base as required. 6. Support live events where applicable, and make recommendations to incorporate permanent, customer friendly technology to allow for expansion of self-service for these types of events. Provide technical support for all associated hardware, cabling and configurations. 7. Participate in research, pilot testing, and review of various technology related solutions aimed at continuous business process improvement. Provide detailed recommendations with appropriate consideration of costs, risks, end user experience, implementation details, and support/sustainability. Participate in the creation and review of RFP and bid documents when required. Provide recommendations for management review. 8. Demonstrate technical abilities, planning, organization and persistence to ensure completion of goals and objectives in specified timeframes. 9. Ensure copyright and licensing compliance regarding the use and/or installation of media software at the college. 10. Monitor various ServiceDesk queues when assigned to provide additional cross-functional IT support. Occasionally will be required to work on as needed basis during the evenings and weekends. 11. Possess the skills and understanding necessary to identify information security issues where applicable, and initiate the appropriate response needed to mitigate such risks. 12. Continue to update and keep technical skills current to maintain high level of product knowledge in all areas of assigned responsibility. 13. Collaborate with all audiences to understand project requirements and recommend sustainable solutions that meet defined business and academic needs. 14. Interpret and present information and ideas clearly and accurately. Maintain accurate, organized, and detailed records and develop and maintain reports and statistics as required or assigned. 15. Work cooperatively with staff within the Information Technology Services Department and other divisions of the college to accomplish departmental, divisional and institutional goals as assigned. 16. Perform other related duties as required or assigned.