User Support Analyst

  • Full-time

Job Description

Summary: The User Support Analyst provides Tier 1 technical support to faculty, staff, and students and maintains software, hardware, and classroom technology to achieve desired outcomes and promote high customer satisfaction. This full-time position reports to the Director of User Support Services. This position is not exempt from provisions of the Fair Labor Standards Act (FLSA) and is eligible to earn overtime pay for hours worked above 40 in a single work week.

Essential Duties and Responsibilities include the following: 
    Provide Tier 1 & 2 technical support, coordinating with other analysts to review, prioritize, diagnose, and resolve at least 90% of all requests within 3 business days. At least 60% of all requests should be resolved by the User Support Services team, of which the Analyst is a part. 
•    Deploy and maintain computer hardware, applications, operating system images and updates using efficient & standardized processes and procedures. 
•    Collaborate with all audiences to understand project requirements and recommend sustainable solutions that meet defined business and academic needs. 
•    Analyze user feedback and implement strategies to achieve and maintain a 99% user request satisfaction rating. 
•    Develop, deliver, and maintain technical support & training information to reach technical & non-technical users.

Qualifications

Experience, Knowledge and Skills Required
•    3+ years progressive experience in a user support role, preferably in higher education, demonstrating strong skills in Microsoft Windows and Apple operating systems, MS Office suites, troubleshooting hardware, software, and network connectivity issues
•    Some leadership experience and ability to provide training and coaching to team members
•    Excellent interpersonal and customer service skills and ability to quickly establish and maintain strong rapport with members of the user population
•    Solid problem-solving skills, critical thinking and the ability to analyze components and arrive at a logical course of action while knowing when to ask for assistance or direction
•    Demonstrated organization and follow-up and follow-through skills to ensure completion of goals and objectives in specified timeframe
•    Must be able to work in a fast-paced environment with demonstrated ability to effectively prioritize multiple competing tasks and demands.
•    Ability to work independently and as a member of a high-functioning team.
•    Proven ability to quickly learn and apply new technology, software, processes, and procedures.
•    Excellent verbal and written communication skills
•    High level of energy and initiative, and willing and able to work with minimal supervision while contributing positively to a cooperative, high-functioning team
•    Demonstrated ability to maintain strict confidentiality of privileged information and perform duties that require tact, independent judgment, diplomacy, and discretion
•    Motivated learner with ability to quickly embrace new technologies and proactively apply them 
•    Bachelor’s degree or equivalent combination of education and experience

Physical Requirements (with or without reasonable accommodation)
•    Visual Abilities: Read reports, create presentations and use a computer system – 75‐100% of the time
•    Hearing: Hear well enough to communicate with co‐workers, vendors and students – 75‐100% of the time.
•    Dexterity, Grasping, Feeling: Write, type and use the telephone, copier, and computer systems – 75‐100% of the time.
•    Mobility: Open files and operate office machines; move between departments and attend meetings across campus – 75‐100% of the time.
•    Talking: Frequently convey detailed or important instructions and ideas accurately, loudly, or quickly – 75‐100% of the time.
•    Lifting, Pulling, Pushing: Exert up to 30 pounds for force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects – 50‐74% of the time.
•    Cognitive/Emotional: Ability to critically think and concentrate. Must be able to respond quickly to changes in conditions – 75‐100% of the time.

Work Conditions
•    Work in office environment, involving contact with faculty, staff, students, service providers and vendors.
•    Work has deadlines, multiple interruptions, high volume and may be stressful at times.

Additional Information

Queens is a private, co‐ed, Presbyterian‐affiliated University with 2,500 undergraduate and graduate students. It operates the College of Arts and Sciences, the McColl School of Business, the Wayland H. Cato Jr. School of Education, the James L. Knight School of Communication, and the Andrew Blair College of Health, and the Presbyterian School of Nursing.

Queens offers medical, dental and vision insurance, domestic partner benefits, defined contribution retirement plan and supplemental retirement plan, vacation and paid holidays, tuition remission, Queens‐paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long‐term disability leave, paid Parental Leave and FMLA leave upon eligibility, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), free fitness center access.

Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, child birth and conditions related to pregnancy or child birth), sexual orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other university-administered programs.

 

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