IT Support Analyst

Summary of Position: The IT Support Analyst is responsible for providing advanced technical and computer support for students and employees of Indiana Wesleyan University. Support is provided via multiple modalities: face-to-face in office, face-to-face in the field, phone/voicemail, and email. This position is expected to troubleshoot and document fixes for all incidents escalated to this team. IT Support Analysts are the primary escalation point for the student-staffed IT Support Representatives. Analysts are expected to aid in the development of standard operating procedures to empower the IT Support Representatives to resolve issues on first contact.

Duties and Responsibilities

• Troubleshoot advanced technical problems using a variety of tools
• Provide exceptional customer service while communicating with customers through phone, voicemail, email and in-person
• Document all work and interactions using IT Service Management software
• Actively participate in knowledge management through maintaining and creating knowledge base articles
• Assist in the delivery and setup of computer equipment and moves
• Identify large-scale problems by spotting patterns in reported incidents
• Assist in supervising student workers and provide guidance when needed

Qualifications: According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.

Education

• Associate's Degree with two (2) years in a related field, or equivalent combination of education and experience, such as a High School diploma and four (4) years of related experience, or a Bachelor's Degree in a related field

Experience

• Experience troubleshooting computer hardware, mobile devices, networking, printing, and software
• Experience in troubleshooting in a Windows and MacOS environment
• Thorough knowledge of Microsoft Office and other productivity software
• Familiarity with Office365 cloud services
• Demonstrated ability to work with colleagues who represent a diversity of work and conflict resolution styles
• Experience in writing end-user technical documentation

Required Skills

• Excellent written & verbal communication skills
• Detail oriented
• Strong ability to prioritize conflicting demands from projects and operational work
• Conflict resolution / diplomacy
• Fast learner with the ability to self-learn new skills and techniques
• Adaptability

IWU Kingdom Diversity Statement

IWU, in covenant with God's reconciling work and in accordance with the Biblical principles of our historic Wesleyan tradition, commits to build a community that reflects Kingdom diversity. We will foster an intentional environment for living, teaching and learning, which exhibits honor, respect, and dignity. Acknowledging visible or invisible differences, our community authentically values each member's earthly and eternal worth. We refute ignorance and isolation and embrace deliberate and courageous engagement that exhibits Christ's commandment to love all humankind.

LIMITATIONS AND DISCLAIMER

As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.