Technical Support Analyst I

FUNCTION: Provide first level response for onsite computing environments, audio visual equipment, and peripheral issues, to include reviewing internal documentation to assess, diagnose and resolve issues, as outlined in the ITS service level agreement. Essential Job Functions: Provide first level response for onsite computing environment and peripheral issues as outlined in the ITS service level agreement. Provide first level and if assigned, second level response for technical issues related to audio visual equipment as outlined in the ITS service level agreement. Provide exceptional customer assistance in ITS Service Desks during assigned shifts as outlined in the ITS service level agreement. Provide technical support for computers and AV equipment in classrooms and labs as requested. Includes preventative maintenance of facilities and equipment as assigned during certain time frames. Provide operational support for the intake, verification, and delivery of IT assets during procurement and deployments. Escalate issues which won’t be resolved within the Service Level Agreement to the Manager, IT Asset Management. Participate in continuous improvement techniques to improve efficiency and service to customers. Support development efforts by participating in assigned training, committees or focus groups. Marginal Job Functions: Attend committees or focus groups Attend Training Other duties as assigned