Washington DC, DC, US, 20016
The Desktop Support Analysts are an integral part of the customer service team in Information Technology that provides front line on-site technical support of AU faculty, staff, students, and guests at our Technology Support Desk in the University Library. They provide extensive onsite support and problem analysis for issues pertaining to AU-supported hardware, software, and network connectivity. The Desktop Support Analysts are experts in operating system, hardware, and software issues as they often work with complex and time-consuming problems. This position works under the general direction of the Director of Customer Support Services.
- Works directly with customers at our on-site Technology Support Desk to analyze and resolve issues pertaining to AU-supported hardware, software, and network connectivity reported by AU faculty, staff, students, or guests. Resets passwords and provides application support for the University-supported desktop applications and the Internet, and troubleshoots PC and Macintosh computer configurations. Anticipates customer needs and offers additional assistance as needed. Tracks all reported service requests through the enterprise customer relationship management system (iSupport) to ensure a quick and consistent response to users. Updates the work history of all service requests daily to record current status and transfer relevant information for troubleshooting. Provides express support to all Faculty members at the Technology Support Desk.
- Collaborates with OIT staff to establish new and innovative means of supporting the computing needs of the AU community. This includes developing and testing new tools to simplify both our customers’ and our own computing support environments, writing documentation in on-line and paper formats in order to facilitate communication between OIT and the user community, and completing other customer service projects.
- Monitors the support requests for the Technology Support Desk to identify patterns of reported problems. Researches and confirms the existence of systematic problems. Notifies the appropriate Director or system administrator and follows up with them to ensure that quality customer service is delivered in that the problem is dealt with in a timely manner.
- Provides general technical advice, support, training, and mentoring to coworkers and interns.
- Maintains technical currency through self-study and research of new developments in the field, and participation in OIT internal training or vendor-offered training opportunities, when available.
- This position reports directly to the Director of Customer Support Services along with the Help Desk Team Lead and six Help Desk Analysts.
- This position works independently with customers at our Technology Support Desk in the University Library to provide extensive onsite support and problem analysis to all members of the AU community for issues pertaining to AU-supported hardware, software, and network connectivit.
- The Technology Support Desk provides face-to-face assistance to over 5,000 students, faculty, and staff per academic year.
- Approximately 1,500 requests are fulfilled during the two week long Tech Fair at the start of the Fall semester.
- This position requires flexibility in the employee’s work schedule, as extended and weekend hours are required to support OIT’s Tech Fair at the start of each academic year.
- Special projects or customer support requests may require overtime hours
Position Type/Expected Hours of WorkSalary Range
- Commensurate with experience
Required Education and Experience
- A Bachelor’s degree or equivalent in education, training, and experience
- At least three years of increasingly responsible work experience involving computer consulting, desktop support, or Help Desk support.
- Successful completion of a pre-employment background check is required.
Additional Eligibility Qualifications
- Excellent interpersonal skills with demonstrated success in communicating in both oral in written forms are required to effectively perform the duties of this position.
- The incumbent must have a strong customer service orientation and the capacity to work in teams.
- Knowledge of common desktop applications (word processing, spreadsheet, database, presentation, electronic mail, etc.).
- Experience with ticket tracking through a customer relationship management system.
- Proficiency with connecting computers to a local area network and the Internet.
- An understanding of computer hardware and operating systems (primarily Windows XP through Windows 8, and Mac OS-X).
- Experience with Active Directory, Microsoft SharePoint, and Lotus Notes is preferred.
- Click here to learn about American University’s unique benefit options.
Current American University Employees:
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American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively “Protected Bases”) in its programs and activities.
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