Job Description

Job Summary
Provides first and second level technical support to all Kennesaw State University students, faculty and staff via phone, email, remote services, and in-person. Documents and records all information in a tracking system regarding problems/issues or service requests and escalates unresolved issues to the appropriate next level support team.

Responsibilities
KEY RESPONSIBILITIES:
1. Provides technical support and details on all work performed in the ticketing and tracking
system
2. Sources solutions using a curated knowledge base and other resources
3. Performs hardware and software diagnostics and repairs
4. Supports classroom instructional technology and equipment
5. Coordinates the resolution of technical issues using available resources
6. Maintains asset and inventory management
7. Supports required events and conferences
8. Provides back-up support for other team members

Required Qualifications
Educational Requirements
High School diploma or equivalent

Required Experience
Six (6) months of related experience

Preferred Qualifications
Additional Preferred Qualifications
Familiarity with Audio Visual/Instructional technology

Preferred Experience
Experience in ticketing and tracking systems
Technical support experience in a field or call center environment
Experience in supporting Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)

Knowledge, Skills, & Abilities
ABILITIES
Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE
Demonstrated customer service, conflict de-escalation, time management, patient, listening reading and comprehension skills
Knowledge of Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)
Familiarity with work tracking or ticketing system, Learning Management Systems, Management Information Systems

SKILLS
Self-motivated, team player, efficient and dynamic problem solver in a fast-paced high-volume environment
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette