Desktop Support

Client Technology Analyst (CTA)
Position Overview
The Client Technology Analyst provides front line technical support to *** faculty, staff, and students. This role is responsible for delivering high quality endpoint, application, and account support through multiple service channels, including in person, phone, and ticket based systems. The CTA serves as an initial point of contact for client technology issues and escalates more complex problems as appropriate.
This is an entry level role designed to build foundational technical, customer service, and operational skills within CTS.
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Key Responsibilities
Client Support & Service Delivery
Provide Tier 1 technical support for desktops, laptops, and mobile devices (Windows and macOS)
Troubleshoot common hardware, operating system, and application issues
Support Microsoft 365 services (Outlook, Teams, OneDrive, Office applications)
Assist with account access issues, password resets, and MFA troubleshooting
Respond to service requests and incidents via ServiceNow in accordance with SLAs
Endpoint & Software Support
Image, configure, and deploy Windows and macOS systems using standard tools
Install and configure standard BU supported software and peripherals
Perform basic diagnostics and remediation for endpoint performance issues
Assist with hardware setup, replacement, and retirement following asset procedures
Customer Experience & Communication
Deliver professional, courteous, and responsive client service
Clearly document issues, troubleshooting steps, and resolutions in ServiceNow
Communicate status updates and next steps to clients in a timely manner
Set appropriate expectations and escalate issues when necessary
Operational & Team Support
Follow department processes, standards, and documentation
Participate in shift coverage, including walk up or on site support as assigned
Contribute to knowledge articles and process improvements
Collaborate with CTS engineers and other IS&T teams when issues require escalation

Project & Initiative Support
The Client Technology Analyst may assist with departmental and university wide technology projects under the guidance of senior CTS staff, engineers, or project leads. This work provides exposure to structured IT initiatives while reinforcing core technical and customer service skills.
Typical project support activities may include:
Assisting with endpoint refresh initiatives, including device preparation, deployment scheduling, and user communications
Supporting telephone system migrations (e.g., VoIP transitions, softphone rollouts, or number porting efforts), including:
o End user device setup and testing
o Validation of call functionality and voicemail
o Basic troubleshooting during cutover periods
o Assisting with user documentation and training materials
Participating in campus or departmental technology upgrades affecting faculty, staff, classrooms, or labs
Supporting software rollout or upgrade projects, including testing, installation, and post deployment support
Assisting with inventory validation, asset tracking, and documentation related to project activities
Performing predefined project tasks and checklists as assigned, escalating issues or risks to the project lead as needed
This role is not expected to lead projects independently but will contribute to successful outcomes through reliable execution, documentation, and client focused support.

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Required Qualifications
Associates degree or equivalent combination of education and experience
02 years of experience in IT support, customer service, or a related technical role
Basic knowledge of:
o Windows and/or macOS operating systems
o Common productivity tools (Microsoft Office / Microsoft 365)
o Hardware troubleshooting concepts
Strong communication and customer service skills
Ability to work independently and as part of a team

Preferred Qualifications
Bachelors degree in Information Technology, Computer Science, or related field
Experience supporting users in a higher education or enterprise environment
Familiarity with:
o ServiceNow or other ITSM tools
o Endpoint management tools (e.g., MECM, Jamf)
o Identity and access management concepts
CompTIA A+ or similar entry level certification

100% Onsite