Support Analyst II

Boston, MA, United States

Job Description:

Under supervision of the Service Desk Manager, the Technology Support Analyst II works closely with and acts as an escalation point for Support Analyst I staff and Service Desk student employees. The Technology Support Analyst is primarily responsible for tier 1 troubleshooting and first call resolution.

DUTIES AND RESPONSIBILITIES:

Perform basic computer software and hardware troubleshooting via telephone, email, Zoom video or in person

Identify and resolve (tier 1) account issues for students, staff and faculty; work with or escalate to Account Support Analyst to resolve

Provide support for common incidents and service requests including, but not limited to, software installation, password resets, authentication of DUO two factor authentication

Assist in Service Desk call center phone coverage as assigned; when needed outside of assigned times

Strive for first contact resolution

Provide clear, accurate and up to date details on troubleshooting, triage, resolution, and communication in support tickets

Actively translate client needs into viable technical solutions

Delegate new service requests to appropriate groups within ITS

Understand how to support and troubleshoot a wide range audio applications and plugins ranging from, but not limited to, Pro Tools, Logic Pro, Cubase, Finale, and iZotope

Understand how to support and troubleshoot digital audio hardware

Regularly contribute to the knowledge base and work with TTS to ensure accurate content

Assist the Service Desk Manager in training and supervision of TTS student employees

Provide coaching and mentoring and operate as an informative resource

Work cooperatively and share knowledge freely with all colleagues

Build strong working relationships with colleagues and clients, meet regularly with department contacts to gain in-depth understanding of their business and computing needs

Work with Service Desk manager on receiving training and certifications relevant to job

Stay informed of technology advancements, specifically those that are used or could be used at Berklee

Stay up-to-date with technology and maintain any required certifications

Participate in required training for both technical and interpersonal skills

Keep ITS staff notified of emerging issues

Participate in projects as assigned

Adhere to all published guidelines

Promote a positive, safe and professional work environment

Perform other duties as assigned

MINIMUM JOB QUALIFICATIONS:

2-5 years of experience in the direct delivery of IT support.

Experience providing both phone support and in person support

Demonstrated experience providing customer service

Bachelor's degree

SKILLS AND ABILITIES REQUIRED:

Functional knowledge of Mac OS and Apple hardware

Working knowledge of Windows OS and PC hardware

Functional knowledge of Google Workspace

Understanding of audio software and plugins; understanding of digital audio hardware; understanding of software synthesizers and plugins, understanding of MIDI technologies and hardware

Strong verbal and written communication skills

Strong technical and analytical skills

Strong interpersonal skills; ability to interact, communicate and work well with others

Ability to translate technical instructions into easily understood steps to a diverse client base

Commitment to exemplary customer service

Strong organizational and time management skills including the ability to prioritize and independently manage a changing workload and schedule

Ability to work with a sense of urgency

Ability to mentor small teams when called upon

Ability to represent needs of the team while working in project groups

Ability to learn existing and emerging computer technologies quickly

QUALIFICATIONS, SKILLS AND ABILITIES PREFERRED:

Apple Certified Support Professional Certification (ACSP)

ITIL v3 Foundations certification

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee:

We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance. Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.

As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at [email protected] or call 617-747-2375.

Berklee is committed to increasing the diversity of our institution, community, and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.

*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*

Employee Type:

Staff

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