Technical Support Analyst – HigherEdJobs | #education | #technology | #techjobs



Technical Support Analyst

Job ID: 228889
Location: Kennesaw, Georgia
Full/Part Time: Full-Time
Regular/Temporary: Regular

About Us
A leader in innovative teaching and learning, Kennesaw State University is one of the 50 largest public institutions in the country. KSU offers more than 150 undergraduate, graduate and doctoral degrees to its more than 41,000 students. With 11 colleges on two metro Atlanta campuses, Kennesaw State is a member of the University System of Georgia and the second-largest university in the state. The university’s vibrant campus culture, diverse population, strong global ties, entrepreneurial spirit, and Division I athletics draw students from throughout the region and from 92 countries across the globe. Ranked a top choice for students by U.S. News, Kennesaw State is a Carnegie-designated doctoral research institution (R2), placing it among an elite group of only 6 percent of U.S. colleges and universities with an R1 or R2 status.

Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144. Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Job Summary
Provides first and second level technical support to all Kennesaw State University students, faculty and staff via phone, email, remote services, and in-person. Documents and records all information in a tracking system regarding problems/issues or service requests and escalates unresolved issues to the appropriate next level support team.


  1. Provides technical support and details on all work performed in the ticketing and tracking system
  2. Sources solutions using a curated knowledge base and other resources
  3. Performs hardware and software diagnostics and repairs
  4. Supports classroom instructional technology and equipment
  5. Coordinates the resolution of technical issues using available resources
  6. Maintains asset and inventory management
  7. Supports required events and conferences
  8. Provides back-up support for other team members

Required Qualifications

Educational Requirements
High School diploma or equivalent

Required Experience
Six (6) months of related experience

Preferred Qualifications

Additional Preferred Qualifications
Familiarity with Audio Visual/Instructional technology

Preferred Experience
Experience in ticketing and tracking systems
Technical support experience in a field or call center environment
Experience in supporting Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)

Knowledge, Skills, & Abilities

Able to handle multiple tasks or projects at one time meeting assigned deadlines

Demonstrated customer service, conflict de-escalation, time management, patient, listening reading and comprehension skills
Knowledge of Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)
Familiarity with work tracking or ticketing system, Learning Management Systems, Management Information Systems

Self-motivated, team player, efficient and dynamic problem solver in a fast-paced high-volume environment
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite)
Strong attention to detail and follow up skills Strong customer service skills and phone and e-mail etiquette

Equal Employment Opportunity
Kennesaw State University is an Equal Employment Opportunity/Affirmative Action Employer. It is the policy of Kennesaw State University to recruit, hire, train, promote and educate persons without regard to age, color, disability, ethnicity, gender, national origin race religion, sexual orientation, or status as a protected Veteran. Kennesaw State University is a participant in the Employment Eligibility Verification Program (E-Verify) effective October 15, 2007. Participant ID: 61415

Other Information
This is not a supervisory position.
This position does not have any financial responsibilities.
No, this position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1% – 24% of the time
This position does not require security clearance.

Background Check

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

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