PT Computer Analyst, Tier 1

Job Summary The Computer Analyst, Tier 1 is responsible for providing excellent customer service to the faculty, staff, and students of DTS. This individual will be involved in frontline communication with DTS through answering phones and in-person requests and be responsible for understanding correct elevation protocol to more advanced technicians. They will likewise support, configure, recover, and manage the Windows, Apple and Mobile infrastructure, and classroom technology, with an emphasis on all Office 365 products. These systems support more than 500 employees and 2600 students in a demanding academic environment. It is the responsibility of the Computer Analyst to help foster quality technical services within the entire Information Technology department. Duties/Responsibilities Provide excellent customer service to the DTS family (faculty, staff, students, alumni) Help ensure that IT policies and standards are observed. Install, administrate, monitor, and triage technology products, including Windows and Apple devices, Classroom AV equipment, and various other proprietary devices. Create and maintain IT documentation. Work with the IT staff community to analyze and resolve problems associated with technical issues. Escalate support for unresolved helpdesk issues. May test and recommend new procedures, software, and hardware. Train non-technical users to teach and equip the DTS family to utilize technology effectively. Other tasks as directed by DTS management and IT department personnel.