IT Support Analyst

Worcester Polytechnic Institute is seeking an IT Support Analyst to provide front-line technical support to the WPI community. The role involves troubleshooting technical issues, maintaining computer labs, and offering operational support for various IT projects and events.

Responsibilities

• Provide Tier 1 and 2 support as needed:
• Provide front-line in-person, phone, and e-mail support to WPI faculty, staff, and students to provide solutions to technical issues
• Provide support for first call resolution, including proper triage of incidents, troubleshooting, documentation of relevant information, and use of solutions knowledgebase. Route/escalate all issues requiring tier 3 assistance appropriately as needed
• Provide excellent customer service to all members of the WPI community to maintain and improve user satisfaction
• Develop and implement technical procedures effective in quickly addressing user issues to minimize downtime:
• Carry out assessments to determine the need for changes in hardware/software configurations
• Concise and effective documentation of issues in the Service Desk application software to facilitate resolution and maintain user satisfaction
• Provide operational support and maintenance for local computer labs as well as the library's public computers and printers:
• Maintain the library pay-for-print center, media sales, and equipment lending
• Ensure the Gordon Library printing locations are neat, orderly, and adequately supplied
• Assist with Technology Service Desk and Print Center inventory. Tasks include monitoring printers and media supplies
• Accountable reconciliation of sales made using the Point of Sales system
• Responsible for the library laptop loaning pool, including routine maintenance, inventory, and laptop loans
• Offer technical assistance for IT projects, on-campus events, and new employee onboarding:
• Work on IT Project teams to test and ensure projects are implemented correctly and on time
• Provide IT orientations for new employees to ensure information is provided to new employees to function in their assigned roles
• Provide IT support for summer programs and campus events to access software and network resources
• Performs all other duties and responsibilities as assigned or directed by the supervisor

Skills

• Associate's degree in a Computer Science field
• 0–3 years of experience

Company Overview

Company H1B Sponsorship