The User Support Analyst provides Tier 1 and 2 technical support to faculty, staff, and students, and maintains software, hardware, and classroom technology to achieve desired outcomes and promote high customer satisfaction. This position is not exempt from provisions of the Fair Labor Standards Act (FLSA) and is eligible to earn overtime pay for hours worked above 40 in a single work week.
Essential Duties and Responsibilities:
Provide Tier 1 and 2 technical support, coordinating with other analysts to review, prioritize, diagnose, and resolve at least 90% of all requests within 3 business days. At least 60% of all requests should be resolved by the User Support Services team, of which the Analyst is a part.
Deploy and maintain computer hardware, applications, operating system images and updates using efficient and standardized processes and procedures.
Collaborate with all audiences to understand project requirements and recommend sustainable solutions that meet defined business and academic needs.
Analyze user feedback and implement strategies to achieve and maintain a 99% user request satisfaction rating.
Develop, deliver, and maintain technical support and training information to reach technical and non-technical users.
Secondary Duties and Responsibilities:
Other duties and special projects may be assigned to meet department and university needs.
Experience, Knowledge and Skills Required
3+ years progressive experience in a user support role, preferably in higher education, demonstrating strong skills in Microsoft Windows and Apple operating systems, MS Office suites, troubleshooting hardware, software, and network connectivity issues.
Some leadership experience and ability to provide training and coaching to team members.
Strong problem solving, critical thinking, analytical skills required.
Strong customer service, oral and written communication skills required.
Demonstrated organization and follow-up and follow-through skills to ensure completion of goals and objectives in specified timeframe.
Must be able to work in a fast-paced environment with demonstrated ability to effectively prioritize multiple competing tasks and demands.
Ability to work independently and as a member of a high-functioning team.
Proven ability to quickly learn and apply new technology, software, processes, and procedures.
Bachelor’s degree preferred or equivalent combination of education and experience.
Physical Requirements (with or without reasonable accommodation)
Visual Abilities: Read reports, create presentations and use a computer system – 75-100% of the time.
Hearing: Hear well enough to communicate with co-workers, vendors and students – 75-100% of the time.
Dexterity, Grasping, Feeling: Write, type and use the telephone, copier, and computer systems – 75-100% of the time.
Mobility: Kneel for physical inspection of storage areas; Open files and operate office machines; move between departments and attend meetings across campus – 75-100% of the time.
Talking: Frequently convey detailed or important instructions and ideas accurately, loudly, or quickly – 75-100% of the time.
Lifting, Pulling, Pushing: Exert up to 30 pounds for force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects – 50-75% of the time.
Cognitive/Emotional: Ability to critically think and concentrate. Must be able to respond quickly to changes in conditions – 75-100% of the time.
Work in office environment, involving contact with faculty, staff, students, service providers and vendors.
Work has deadlines, multiple interruptions, high volume and may be stressful at times.
The above description is not intended to be an all-inclusive list of the duties and responsibilities of this positions, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended to describe the general nature of this position.
Nestled in a historic tree-filled neighborhood just minutes from Uptown Charlotte, Queens has provided students with transformational experiences for more than 160 years.
A private, co-ed, masters-level university, Queens serves undergrad and graduate students in academic programs across the liberal arts and sciences as well as the professional fields of business, communication, nursing, health and education. All degree programs are grounded in a liberal arts core to help students hone their critical thinking, problem solving and communication skills.
With a 10:1 student-faculty ratio, the university is known for its student-centered mentality, welcoming southern hospitality and talented and caring faculty. Queens fosters student success through an intimate learning environment and excellence in teaching.
In keeping with its Presbyterian heritage, responsibility and service to society are critical components of Queens' culture, as expressed in its motto "Not to be served, but to serve."
Queens emphasizes active, collaborative learning with a focus on a 21st century global curriculum that takes students beyond the classroom and into the Charlotte community and the world... at large. With the city of Charlotte as an extended campus, students have the opportunity to launch into abundant internships, community service and academic partnerships. Undergraduate students must complete at least two internships. In addition, the majority of Queens' undergraduates study internationally in hundreds of countries via faculty-led study tours, international internships, language-immersion programs and semester exchange opportunities.
By graduation, students have obtained a comprehensive education grounded in the liberal arts and filled with opportunities to ready them for successful careers and meaningful lives.