• Lead, coach, and develop a team of Technical Support Engineers • Manage day-to-day support operations, including queue health and case quality • Serve as a point of leadership escalation for high-priority customer issues • Build partnerships with Engineering and Product teams for improvement • Establish and refine support processes, workflows, and escalation paths • Use metrics to identify trends and drive operational improvements • Ensure the team can troubleshoot issues involving integrations and APIs • Partner on hiring and organizational design as the team scales

• Provides advanced, customer-focused technical assistance to university faculty across multiple channels, including phone, chat, and email. • Responsible for troubleshooting complex issues related to classroom technology and supported applications, resolving escalated cases, and ensuring timely, effective solutions. • Collaborates across teams to address technical challenges, maintains detailed case documentation, and consistently meets quality and service metrics. • Handles escalated issues and conducts advanced troubleshooting to effectively resolve problems.

• Provides first-contact technical support via phone, chat, and ticketing systems, ensuring timely and accurate resolution of IT issues related to user accounts, hardware/software, connectivity, and business applications. • Utilizes remote desktop tools to investigate and resolve technical problems without requiring onsite intervention, reducing downtime and improving response time. • Guides users through troubleshooting steps, installations, or workarounds while maintaining a clear, supportive, and professional communication style. • Documents each support interaction thoroughly in the ITSM system. • Coordinates escalations to appropriate teams by collecting logs, screenshots, and issue context to streamline handoff and avoid rework. • Flags recurring issues for review by senior technical teams. • Monitors high-volume ticket queues and proactively follows up on aging or high-impact incidents to ensure closure within SLA timelines. • Maintains up-to-date knowledge of enterprise technology platforms, security policies, and support procedures.

Role Description The Technical Support Analyst will provide TIER I support to our customers and assist our Support Services Group as needed in a professional manner. Assist in the setup, configuration, and support of hardware/software. - Assist the Support Services Group with troubleshooting and problem resolution. - Assist in the installation and configuration of Soft-Pak’s software. - Assist in the installation and configuration of 3rd party tools and utilities. - Be available by cell if assistance is required by the Support Services Group or another department, outside of regular work hours. - Create basic documentation for standard tasks that are performed regularly. - Manage password updates and changes for our customers. - Learn and assist with basic IBM Iseries issues. - Use proper departmental procedures for issue control, problem resolution, reporting and issue escalation in accordance with the Support Services Department procedures. - Maintain and increase personal knowledge on applicable products and applications via training, documentation and personal research. Qualifications - Basic Windows, Microsoft, and PC troubleshooting skills are required. - Excellent Customer Service and strong communication skills are preferred. Requirements - Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others. - Expresses thoughts clearly, both orally and in writing, using good grammar. - Presents concise, well-organized reports in Microsoft Word, PowerPoint and Excel. - Listens to understand input, feedback and concerns. - Provides complete information in an open, honest and straightforward manner. - Responds promptly and positively to questions and requests. - Works with other employees willingly and in a spirit of cooperation and teamwork. - Identifies and communicates suggestions for work improvements. - Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Benefits - Competitive salaries. - Advancement opportunities. - Full range of benefits, including paid vacation, 401(k), medical, dental, and vision.