IT Support Analyst I

JOB TITLE IT Support Analyst I LOCATION Worcester DEPARTMENT NAME Services & Support DIVISION NAME Worcester Polytechnic Institute - WPI JOB DESCRIPTION SUMMARY The IT Support Analyst I is responsible for providing front-line in-person, phone and e-mail technical support to the WPI community. This position provides operations support for the library pay-for-print center, media sales and equipment lending. The IT Support Analyst I works closely with other Service Desk staff, Service Desk student staff and IT technical support staff to ensure the successful and timely resolution of incoming incidents, questions, and service requests. JOB DESCRIPTION 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.
• Concisely and effectively document 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.

Requirements:

• Associates Degree or equivalent demonstrated by experience.
• Good communication skills and the ability to deal with users of various levels of computer literacy and technical competency are essential
• Flexibility with shift work and ability to work overtime when needed. Main shift will be from 10:30 am - 7:00 pm Monday through Friday during the academic year. Shift may adjust based on Library’s open hours when school is not in session.
• Experience supporting current versions of Windows, Mac OS, and Office 365 in a networked environment as well as a working knowledge of PC hardware and configuration issues.
• Knowledge of networking and internetworking concepts as well as wireless networking configuration experience required.
• Must be detail-oriented, possess good problem-solving skills, and be able to work independently.
• Knowledge or experience working within Ticketing Systems

Pay range is $21.25 - $26.01 per hour.  WPI’s benefits package includes a robust retirement match, wellness perks, tuition assistance and more! This is an on-site role for first few months for training purposes with the opportunity for a flexible, hybrid schedule following the training period. FLSA STATUS United States of America (Non-Exempt) WPI is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. It seeks individuals from all backgrounds and experiences who will contribute to a culture of creativity, collaboration, inclusion, problem solving, innovation, high performance, and change making. It is committed to maintaining a campus environment free of harassment and discrimination.