Technical Support Analyst, Senior, School of Business

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Job Description Summary

The Wake Forest University School of Business is seeking qualified candidates for the role Technical Support Analyst, Senior.

This important role is responsible for providing accurate, timely, and creative solutions to end-user computer, application and networking problems of complex nature to ensure end-user productivity, handling the resulting incidents or service requests using the incident management and request fulfillment processes, in line with department objectives and collaborating with team and School of Business colleagues to continually improve service and achieve departmental and School-wide goals.

Job Description

About the Role

Essential Functions :

• Provides accurate, timely, and creative solutions to end-user computer, application, networking and audio-visual problems of moderate to complex nature to ensure end-user productivity through walk in, email and phone support.
• Serves as the first point of contact for the department by staffing the front desk, managing walk-in customers, answering the central Help Desk phone line and tracking / documenting customer interactions in the incident management system using established procedures.

Escalates more complex requests to other team members when appropriate.

• Serves as the primary support contact for Apple hardware, software, and mobile devices. Support includes the deployment of Macs and iPads, troubleshooting software (macOS, iOS, and iCloud services) and hardware (laptops, desktops, and mobile devices).
• Act as the application administrator for the incident management system. Responsibilities include managing access and permissions for service agents, creating automation rules, producing and analyzing reports on help desk key performance indicators for departmental use.
• Manages and monitors the department's equipment library to ensure accurate inventory records. Corresponds with customers regarding checkout equipment.
• Collaborates with team and School of Business colleagues to continually improve service and achieve departmental and School-wide goals.
• Accountable for maintaining the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the university or its students, faculty, or staff.

Accessing or disclosing such information or data must be deemed necessary for the performance of one's job responsibilities and must be authorized by a supervisor.

• Must be available to work outside of normal business hours and / or weekends and on-call.
• Assists other members of the School of Business IT team with various tasks and projects as assigned.

Other Functions :

Other related duties as assigned

Required Education, Knowledge, Skills, Abilities :

• College degree with three or more years of experience, or an equivalent combination of education and experience.
• Expert knowledge of superior customer service standards and practices.
• Strong knowledge of operating systems, client applications and network connectivity including the Apple ecosystem (macOS, iOS, iCloud, Apple Configurator 2 and other Apple hardware), Windows computing environments, mobile devices, Google Workspace for Education, and Microsoft Office.
• Must possess strong analytical, diagnostic, and problem-solving skills; the ability to research, troubleshoot, and understand complex problems effectively and create well-reasoned solutions.
• Ability and willingness to learn new processes, applications, and systems.
• Ability to work productively with others, communicate effectively, and demonstrate flexibility to serve the needs of a diverse population.
• Ability to take initiative, work independently, and follow through on projects; Strong attention to detail; Can demonstrate organizational, time management, and multitasking skills.

Preferred Education, Knowledge, Skills, Abilities :

• Bachelor's Degree / Background in Computer Science or Management Information Systems
• Apple Certified Support Professional certification

Accountabilities :

Responsible for own work.

Physical Requirements :

Work primarily involving sitting / standing; communicating with others to exchange information; repeating motions that may include the wrists, hands, and / or fingers;

and assessing the accuracy, neatness, and thoroughness of the work assigned.

Environmental Conditions :

Climate controlled, office setting.

Additional Job Description

About Us

Wake Forest University

Wake Forest University is a private, coeducational institution dedicated to academic excellence in liberal arts, graduate, and professional education.

With over 5,400 undergraduates and 3,400 graduate and professional students, the student-faculty ratio is 11 : 1. Wake Forest is a collegiate university offering a vibrant, intellectual community with a rich cultural life, an impressive array of facilities, and a strong athletics program competing in the Atlantic Coast Conference (ACC).

Since its founding, the University has adopted the motto Pro Humanitate, which is exemplified by a deep institutional commitment to public service and engagement with the world.

For more information, visit : https : / / about.wfu.edu / .

Wake Forest University is located in Winston-Salem, a beautiful, mid-sized city centrally located in the Piedmont-Triad region of North Carolina.

A family-friendly city with high quality schools, a wide selection of restaurants and shops, outdoor recreational activities, and numerous special events, it is known for its vibrant and thriving arts and innovation scenes.

Residents enjoy proximity to the beautiful Blue Ridge Mountains (1.5 hours) and Atlantic beaches (4 hours), a moderate climate with four distinct seasons, and a very reasonable cost of living.

Winston-Salem offers many of the amenities of a large city but with the sense of community and quality of life of a small town.

For more information, visit : www.visitwinstonsalem.com.

The School of Business

The AACSB-accredited, nationally ranked Wake Forest University School of Business offers undergraduate academic programs in Accountancy, Finance, Business and Enterprise Management, and Mathematical Business as well as graduate programs encompassing the Master of Science in Accountancy (MSA, Online MAcc), Master of Science in Business Analytics (MSBA, on-ground and online), Master of Science in Management (MSM), and Master of Business Administration (MBA - on-ground, hybrid and online).

Courses are offered at the beautiful home campus in Winston-Salem, the Wake Forest University Charlotte Center, and / or online depending upon the chosen program.

Wake Forest University continues to rank as a top school for undergraduate business education (ranked #21 by Poets & Quants for Best Undergraduate Business Programs in 2022).

Wake Forest MSA students have earned the #1 CPA Pass Rate more than any other school in the past 20 years, and the MSA Program has been listed as a "Top 20 Program" by the Public Accounting Report.

For 2023, U.S. News & World Report ranked the part-time MBA Program #1 in North Carolina and #19 in the nation while The Economist ranked the MSM Program as #2 in Career Opportunities and #5 overall for 2021.

For more information about the School of Business, visit : https : / / business.wfu.edu / .

Farrell Hall and the Charlotte Center

Located on the main campus of Wake Forest University, Farrell Hall is an inspiring, four-level, 130,000-square foot structure featuring state-of-the-art technology and groundbreaking design to create an environment in which faculty-staff-student engagement and interaction thrives.

Located in the heart of uptown Charlotte near some of the city's most influential businesses, the 30,0000 square foot WFU Charlotte Center houses our on-ground and hybrid MBA Programs.

To learn more about careers at Wake Forest University, the Winston-Salem community and our other locations and entities, please visit our Career Site at https : / / hr.wfu.edu / careers /

Note :

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform.

Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by the employee's supervisor.

To help provide a safe learning and living community, Wake Forest University conducts background investigations and drug screens for all final candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce and encourages qualified candidates across all group demographics to apply.

Wake Forest University is committed to providing access and reasonable accommodation in employment for individuals with disabilities.

Time Type Requirement

Full time

Note to Applicant :

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform.

Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his / her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wa keForest seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate.

In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and encourages qualified candidates across all group demographics to apply.