Help Desk Analyst I

• Providing technical support to staff, faculty, and students on a variety of software platforms
• Responding promptly to troubleshooting requests, hardware and software issues, and general tech support queries
• Logging all tech support requests in our ticketing system to monitor maintenance needs and request volume
• Setting up and breaking down computer labs in academic buildings, offices, and residence halls as necessary
• Supervising computer lab during the scheduled workday and arranging for student worker coverage during after-hours
• Installing and configuring new laptops (Windows 10) and adding these PCs to an Active Directory Domain or Azure Autopilot as required
• Managing Antivirus software and assisting users with application usage and hardware troubleshooting
• Providing technical assistance and/or training to staff, faculty, or students on using audio/visual equipment for events in classrooms and public spaces
• Maintaining and inventorying equipment, recommending repair, storage, or replacement as necessary
• Communicating with staff, faculty, and students about technology needs, problems, and scheduling requirements
• Adhering to all rules and regulations concerning staff conduct, appropriate dress, program procedures, and specific responsibilities
• Assuming other responsibilities as reasonably requested by staff, faculty, and students
• Traveling between Campus and downtown Waterbury locations as needed

• At least one year of experience as a Help Desk Analyst
• Strong background in Basic Troubleshooting
• Proficiency in Password Reset procedures
• Previous experience in a Call Center Customer Service role is desirable
• Ability to communicate effectively and professionally with all levels of an organization
• Demonstrated problem-solving skills and the ability to manage multiple tasks simultaneously
• Capable of working individually as well as part of a team
• Possess a customer-oriented mindset with a focus on providing prompt and efficient service
• Familiarity with common software and hardware used in office environments
• Comfortable working in a fast-paced, high-stress environment with the ability to maintain composure and professionalism
• Excellent written and verbal communication skills

Previous experience in a Call Center Customer Service role

• Medical, vision, dental, and life and disability insurance
• Eligibility to enroll in company 401(k) plan