Support Analyst II

About Curry College:

Founded in 1879, Curry College is a private, four-year, liberal arts-based institution in Milton Massachusetts. In addition to the main campus classes for adult learners are also offered at our campus at Cordage Park in historic Plymouth. Curry College is accredited by the New England Commission of Higher Education (NECHE). Curry College offers 22 undergraduate majors, over 60 minors and concentrations, as well as five graduate programs.

The Curry College mission is to educate and graduate students prepared to engage in successful careers and active citizenship with a global perspective. We are an inclusive community of diverse learners and educators, committed to continuing our legacy of developing effective communicators with reflective and critical thinking skills. We mentor and empower our students, building meaningful relationships that inspire them to achieve their ambitions.

Curry College provides rigorous and relevant academic programs to undergraduate and graduate students, and our rich blend of liberal arts and career-directed programs is enhanced by practical field experiences and co-curricular activities. Learning at Curry extends beyond the classroom and is embedded in all that we do.

Diversity and a culture of equity and inclusion among students, faculty and staff are crucial to the mission statement of Curry College.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, sex identity or expression, national origin, age, disability, veteran status, or any other basis protected by applicable state and federal law, including Title IX.

Job Description:

With a customer service focus and empathetic nature, the Support Analyst provides customers with solutions for their incidents and service requests, using personal experience and technical knowledge, service desk knowledgebase, advice from department colleagues, and information from other reliable sources. Using both problem-solving and customer support skills, Support Analysts should resolve customers' requests on first contact and maintain ownership of requests to completion, especially when follow-up is needed. Customer incidents and requests should be escalated to department colleagues and third-party vendors, as needed, to ensure both timely and complete resolutions. The Support Analyst builds and maintains customer trust within the community using expert technical advice, exceptional customer service skills, and complete follow through until request resolution.

Curry College fosters a teaching and learning environment. As part of the role, the Support Analyst will keep their technical and customer skills current according to industry standards, department policies, and community needs. In addition, the Support Analyst will cross-train with department colleagues and mentor Student Support Analysts assigned to the department as student workers and/or student academic interns.

1. Customer Service:

• Promote team and department culture of providing exceptional customer service and technical support through frequent communication, prompt support, meeting deadlines, and delivering positive experiences;
• Maintain effective and positive two-way communications between the Information Technology Services department and the Curry community.

2. General Responsibilities:

Strong technical expertise with a wide range of technologies, including but not limited to:

• Windows OS, particularly Windows 10 and associated hardware;
• Microsoft 365 and Microsoft Office Suites;
• Audio/visual Equipment (i.e., projectors, smart boards, cameras, audio, etc.);
• Computer imaging with Microsoft Deployment or similar imaging process;
• Basic networking skills (i.e., LAN, WLAN, OS troubleshooting, etc.);
• Proficiency with hardware diagnosis and repair;
• Experience with Active Directory Account Management;
• Familiarity with Mac OS and iOS;
• Strong interpersonal and problem-solving skills in a diverse environment;
• Demonstrated ability to work calmly, professionally, and with attention to detail with a solid focus on client service;
• Ability to juggle multiple, and often conflicting priorities, while working independently in a fast-paced environment;
• Encourage customer feedback and share with department leadership, to ensure continuous quality improvement of services;
• Ability to assess customers support needs through phone, email, and in-person contact;
• Use IT service management system to document, categorize, prioritize, and communicate customer incidents and service requests within department and with customer;
• Provide complete solutions and escalate requests to appropriate team members or third-party vendors as needed to resolve customer incidents and requests;
• Provide classroom technology and AV support for faculty;
• Support AV and technology for events across campus and remote;
• Empower customer independence by encouraging the use of Service Desk knowledgebase, online training, vendor specific materials, and other self-help resources;
• Implement decisive action appropriate to the role; assesses needs and concerns of the workplace environment to address current/future challenges and community needs;
• Uphold security standards according to industry best practices and Curry policies.

3. Responsibilities Tier II:

• The Tier II Analyst applies acquired skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.
• Professional who applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action.
• Analysts in this realm of knowledge are responsible for assisting Tier I personnel in solving technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the analyst review the work order to see what has already been accomplished by the Tier I Analyst and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage his or her time. If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to a Tier III Analyst. This may include software repair, diagnostic testing, and the utilization of remote control tools used to take over the user's machine for the sole purpose of troubleshooting and finding a solution to the problem.

4. Professional Development:

• Develop personal training plan to enhance customer service, technical, analytical, and business skills (i.e. organization, task and project management) needed for current role;
• Cross train with team members to improve and expand everyone's skill sets thus allowing more efficient and effective delivery of technology services to the community;
• Mentor team and department members including both professional staff and student workers.

5. Policies and Procedures:

• Maintain confidentiality, integrity, and availability of the network, systems and data;
• Comply with federal and state regulations, college policies, department policies, and related procedures; Recommend updates to all as needed.

Additional Functions:

• Respect and maintain confidentiality, parameters of operation, professional protocols, and individual privacy;
• Perform other duties as assigned by supervisor or his/her designee.

Requirements:

Minimum Qualifications:

1. Bachelor's degree required.

2. Skills:

• Flexibility to regularly rotate through different technical specialties and skill sets;
• Ability to thrive on change as products, systems, services, and processes evolve;
• Proven ability to perform well under stress when confronted with emergency, critical, or unusual customer requests and/or situations.

3. Other Requirements of the Job:

• 2-5 years of related experience;
• Experience using service management or work order tracking system;
• Exceptional communication, collaboration, organizational, and time management skills;
• The ability to multi-task, prioritize, and independently manage a changing workload in a wide variety of settings and situations;
• Required to work (and/or be on-call) evenings and weekends;
• May need to use personal car to transport equipment and drive between campuses.

Preferred Qualifications: 

• Previous experience in higher education.
• 3 or more years of related experience directly in Technical Customer Support Services.
• Certifications: Desktop Support Technician, Technical Support Professional (HDI) Help Desk Institute; Windows 10, Office 365; Apple Certified Support Professional (ACSP); Net+, Security+ (CompTIA); Mobile Device Management (AirWatch, JAMF, Meraki); IT Service Management - Foundation (ITIL) Information Technology Infrastructure Library.

Additional Information:

Committed to attracting and retaining a diverse staff, Curry College will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

At the College's discretion, the education and experience prerequisites may be excepted where the candidate can demonstrate, to the satisfaction of the College, an equivalent combination of education and experience specifically preparing the candidate for success in the position.

Employment in this position is contingent upon the successful completion of all required pre-employment background checks.

Inquiries about the application of Title IX can be directed to the College's Title IX Coordinator, Rachel King at Rachel.king@curry.edu, (617) 979-3516, or King Academic Administration Building, 55 Atherton St, or US Department of Education, Office of Civil Rights ("OCR") - Boston Office, 5 Post Office Square, 8th Floor, Boston, MA 02109-3921, (617) 289-0111.

Application Instructions:

Please apply online at https://www.curry.edu/about-us/community-resources/employment/job-opportunities for consideration. Interested applicants must submit the following:

• a cover letter;
• a resume; and;
• a list of three professional references, one of which must be a former or current supervisor, including complete contact information and professional titles.

Apply Online