Student IT Support Analyst (Multiple Positions)

Serve as front-line technical support to maximize student success by addressing student inquiries and support issues. Provide customer-focused support in an inbound call center environment, prioritizing clear communication, patience, and user confidence. Provide account assistance, such as password resets, MFA assistance, login support, etc. Use effective questioning and active listening to understand user needs, diagnose issues, and guide users through solutions. Serve as an advocate between students, associate faculty, and technical staff to ensure timely resolutions and personalized assistance. Escalate Tier 2 incidents to development and IT teams according to established procedures. Take full ownership of customer issues from initial contact through resolution, ensuring timely follow-up and a positive user experience. Follow up with users to confirm resolution, reinforce understanding, and ensure satisfaction with the support experience. Research end-user problems to determine root cause. Participate in training to develop and maintain the skills necessary to support end-users and advance professional development. Knowledge, Skills and Abilities: Ability to deliver excellent customer service in a high-volume support environment. Ability to empathize with users experiencing challenges and provide calm, supportive guidance. Ability to effectively engage with customers during high-emotion interactions, maintaining a calm, professional demeanor while using de-escalation techniques to resolve issues. Strong written and verbal communication skills, with the ability to explain technical concepts in a clear, user-friendly way. Strong analytical skills to assess and evaluate students’ needs and determine appropriate courses of action. Ability to work effectively in a virtual team environment or independently. Ability to manage multiple tasks efficiently and effectively. Familiarity with Microsoft 365 suite and related software. Ability to work with and learn a wide range of software products on an in-depth level. Ability to exercise judgment in balancing customer needs, service expectations, and established processes. Excellent initiative, work ethic, and creativity. Ability to adapt to the rapidly changing needs of the department and University. Strong troubleshooting and time management skills.