ITSupportAnalyst

**Job Description:** **_Job Purpose:_** The **IT Support Analyst** supports faculty, staff, and students by resolving technology issues, providing end-user training, and helping users adopt institutional technology effectively. This role supports workstations, classrooms, conference rooms, audiovisual, videoconferencing, printing, collaboration, and endpoint technologies. The IT Support Analyst works closely with Central IT and system/resource owners to resolve escalated incidents, maintain high availability of technology resources, and ensure classroom and conference room systems are operational, orderly, and ready for use. **_Position responsibilities include, but are not limited to:_** * Provide customer-focused technical support to local and remote faculty, staff, students, and other end users. * Troubleshoot and resolve workstations, classrooms, conference rooms, audiovisual, printing, wireless, and collaboration technology issues. * Support Windows 11, macOS, Office 365, Microsoft Teams, Zoom, Active Directory, Intune, Azure, Papercut, Zendesk, and supported A/V platforms. * Support classroom and conference room technologies, including Shure, Utelogy, Cisco Room Kits, and related A/V equipment. * Maintain high uptime of classroom and conference room systems through regular checks, daily audits, and proactive issue resolution. * Document all support activity in the Zendesk ticketing system completely, accurately, and promptly. * Follow the established incident management process and ensure escalated tickets include sufficient technical details for resolution. * Respond to and fulfill service requests in alignment with Service Level Agreements. * Provide coaching, training, and user guidance to help faculty, staff, and students adopt and use institutional technologies effectively. * Contribute to the development and implementation of training materials and programs that support technology rollouts and user adoption. * Collaborate with Central IT, IT system owner