Lead Technical Support Analyst

Leads technical support operations, providing advanced troubleshooting for macOS, Windows, and mobile operating systems (iOS, Android). Mentors and guides team members, coordinates complex hardware and software support, and ensures optimal performance of IT resources. Responsibilities include managing classroom technology, peripheral devices, and enterprise tools such as ServiceNow, SCCM, and Bomgar. Support is delivered proactively via email, phone, and on-site assistance to achieve timely resolutions and exceptional customer service., 1. Leads technical support operations for macOS, Windows, and mobile platforms

2. Mentors and guides assigned team members to ensure high-quality service delivery and performance
3. Coordinates complex hardware and software troubleshooting and vendor interaction
4. Manages imaging and deployment processes using SCCM and related tools
5. Oversees ServiceNow ticketing, asset tracking, and inventory management
6. Provides proactive support via email, phone, and on-site assistance
7. Manages and maintains departmental tools, spare parts, and supplies
8. Ensures compliance with ITIL principles, data protection standards, and endpoint security
9. Collaborates with stakeholders to improve classroom technology and AV systems
10. Drives continuous improvement initiatives and maintain exceptional customer service
11. Coordinates and leads support for required events, conferences, projects, and initiatives, This position does not have any financial responsibilities. This position will be required to drive. This role is considered a position of trust. This position does not require a purchasing card (P-Card). This position may travel 1% - 24% of the time

Background Check

• Standard Enhanced
• Education
• MVR

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.

Bachelor's degree from an accredited institution of higher education or an equivalent combination of relevant education and/or experience

Other Required Qualifications Current, valid, and unrestricted driver's license

Required Experience Three (3) years of related experience.

Preferred Qualifications

Additional Preferred Qualifications ITIL Foundation certification is a plus

Preferred Educational Qualifications An advanced degree from an accredited institution of higher education in a related field

Preferred Experience Experience having led a team or mentored others Hands-on experience supporting Windows OS, macOS, and mobile devices

Knowledge, Skills, & Abilities

ABILITIES Able to troubleshoot hardware, software, and network connectivity issues. Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE Strong understanding of ITIL principles and service management best practices. Experience with and knowledge of Audio Visual and Instructional technology Knowledge of imaging tools (SCCM) and asset management systems. Experience handling technical vendor relationships, 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, macOS, Windows, iOS, and Android support) Skilled in using remote support tools (Bomgar) and MDM solutions. Strong attention to detail and follow up skills Strong customer service skills and phone and e-mail etiquette

Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower over 50,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision. Come Take Flight at KSU!, The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct. Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.