Computing Support Analyst 1

Overview In this role you provide first-line tech support to campus end-users for hardware, software, AV, IoT, and network issues. You work in a call center style environment, offering remote resolution when possible and documenting issues in ServiceNow. You triage and escalate to tier 2/3 teams, install and troubleshoot devices, and support campus events. You will help keep systems secure and compliant, maintaining documentation in Confluence and ServiceNow. This role blends user support with project assistance and cross‑functional collaboration to enable reliable IT service delivery. ResponsibilitiesProvide first-line technical support for hardware, software, peripherals, and networking issues in a help desk style settingPerform remote problem resolution when possible and document issues in ServiceNowTriage problems and escalate to tier 2/3 teams as appropriateInstall, upgrade, image, configure, and troubleshoot computing devices and peripheralsTransport technology hardware across campus as neededAssist with projects, including data entry and deployment activities with tier 2 supportMaintain security and privacy in line with policies and proceduresCreate and maintain client and staff documentation in Confluence and ServiceNowAssist with Audio/Visual setups and event supportUndertake other duties as assigned Key requirementsExperience with multiple operating systems and computing devicesExperience installing and configuring desktop systems in a networked environment and diagnosing issuesFamiliarity with a broad application portfolio (Office 365, Google Drive, One Drive, Duo Mobile, Adobe, Cisco Jabber, Cisco AnyConnect VPN, VMWare Fusion, Slack, BigFix, Tririga, EATEC, Reserve, Kronos, Oracle Opera, Kinetix, CrashPlan, Intelligent Hub, Zoom)Ability to navigate Windows 7/10, Mac OS X, and iOSStrong interpersonal skills and customer service orientedAbility to work independently and in a teamcustomer servicediplomacyeffective communicationOffice 365Google DriveOne Drive