IT Analyst for Service Desk

Reporting to the IT Support Manager, the Support Analyst is a customer service and front-line technical support professional that performs intake on student, faculty and staff IT issues, as well as assisting with other duties and projects as assigned. The position is on-campus, 9 am-5 pm Mon-Fri. In addition to intake and ticket creation, the Analyst performs first-level troubleshooting and independently resolves routine technical issues that do not require escalation, while escalating more complex matters with appropriate documentation., * Staff the Front Desk Operations and serve as the first point of contact for walk-in, email, and phone clients.

• Create, document, categorize, and prioritize tickets in TeamDynamix with accuracy and attention to detail.
• Perform structured intake and apply first-level troubleshooting across Windows and macOS computer systems.
• Independently resolve routine access and workstation-related issues that do not require escalation, including password resets, MFA/DUO configuration, email support, VPN connectivity, printer access, software installation, Wi-Fi connectivity, and basic troubleshooting.
• Provide remote and in-person technical support for on-campus and remote users.
• Investigate user issues by reviewing prior tickets, internal documentation, knowledge base articles, and other relevant systems to ensure continuity and informed resolution.
• Escalate complex issues to appropriate resolver groups with clear and thorough documentation.
• Identify and bring attention to recurring issues, patterns, or potential service disruptions.
• Provide users with written instructions and direct them to relevant knowledge base resources and institutional technology policies to promote self-service.
• Maintain familiarity with Barnard and Columbia University systems and processes to appropriately guide faculty and staff to CUIT resources when applicable.
• Provide feedback to update BCIT knowledge base.
• Perform additional duties and responsibilities as assigned.

Knowledge, Skills & Abilities:

• Ability to complete assigned tasks with precision and accuracy.
• Strong troubleshooting skills and ability to determine resolution versus escalation.
• Ability to interact positively and appropriately with a wide variety of users.
• Excellent verbal and written communication skills.
• Ability to clearly explain technical concepts to non-technical users.
• Ability to manage multiple requests in a high-volume, customer-facing environment., * College degree with 1 year of experience in customer service and/or desktop computer setup/support or equivalent technical experience and training.
• Familiarity with Windows and macOS.
• Familiarity with common user software environments (e.g., Gmail, Microsoft Office, web browsers, email applications, VPN tools, etc.).

Preferred Qualifications:

• Experience with ticketing systems (TeamDynamix preferred).
• Experience providing remote technical support.

Work Conditions:

• This job is an on-site, in-person role that requires face-to-face interaction with many constituents.
• Ability to perform customary office tasks such as sitting, walking, standing, computing, and answering the telephone for moderate to prolonged periods of time; light to moderate reaching, bending and lifting., Analysis Skills, Budgeting, Communication Skills, Computer Systems, Customer Relations, Customer Service Management, Customer Support/Service, Desktop PC, Detail Oriented, Documentation, Establish Priorities, Identify Issues, Information Technology & Information Systems, Knowledge Base, Mac Operating System, Microsoft Office, Microsoft Windows Operating System, Microsoft Windows System Administration, Presentation/Verbal Skills, Problem Solving Skills, Systems Administration/Management, Technical Support, Telephone Skills, VPN (Virtual Private Network), Web Browsers, Workplace Issues, Writing Skills