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
Provides technical support and details on all work performed in the ticketing and tracking system
Sources solutions using a curated knowledge base and other resources
Performs hardware and software diagnostics and repairs
Supports classroom instructional technology and equipment
Coordinates the resolution of technical issues using available resources
Maintains asset and inventory management
Supports required events and conferences
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
Familiarity with Audio Visual/Instructional technology. An undergraduate or advanced degree from an accredited institution of higher education in a related field. 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)
This is a Preview Listing. Sign in for the full job description or claim it for your institution.
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
Provides technical support and details on all work performed in the ticketing and tracking system
Sources solutions using a curated knowledge base and other resources
Performs hardware and software diagnostics and repairs
Supports classroom instructional technology and equipment
Coordinates the resolution of technical issues using available resources
Maintains asset and inventory management
Supports required events and conferences
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
Familiarity with Audio Visual/Instructional technology. An undergraduate or advanced degree from an accredited institution of higher education in a related field. 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)
This is a Preview Listing. Sign in for the full job description or claim it for your institution.
