Job Description

Job Description:
Provide software application support for university user community. Responsible for communicating with end users, analyzing issues and resolving them, and assisting Senior Systems Analysts.

PRINCIPAL DUTIES & RESPONSIBILITIES:

Manage IT Service Management tool to provide application end-user support, including researching user complaints, troubleshooting issues, escalating to Senior System Analyst or engaging vendor if appropriate, and answering technical questions, in a timely manner.
Document technical information, processes, and issue resolution for supported applications.
Maintain system integrity and security by managing user accounts and permissions.
Develop and facilitate user training for supported applications.
Assist Senior Systems Analyst with application configuration and enhancements.
Demonstrate thorough and friendly customer service to end users.
Communicate clearly and professionally, both verbally and in writing, to different audiences.
May perform all or some of the responsibilities above and other related duties as assigned.

Requirements:
Working after hours, on weekends and holidays to complete assigned tasks is sometimes required.

KNOWLEDGE AND SKILLS NEEDED:

Minimum of 2-5 years of experience in an application or technical customer support role
Bachelor's Degree in a computer-related or business-related discipline required
Experience with and understanding of academic environment and familiarity with academic related applications preferred
Propensity to learn new technology quickly and apply working knowledge
Capacity to define problems, collect data, establish facts, and draw valid conclusions
Exceptional verbal and written communication skills as well as strong interpersonal skills
Excellent organizational skills and attention to detail
Possess a strong work ethic and team player mentality
Ability to work under minimal supervision