Worcester Polytechnic Institute
Worcester, MA
JOB TITLE IT Support Analyst LOCATION Worcester DEPARTMENT NAME Services & Support DIVISION NAME Worcester Polytechnic Institute - WPI JOB DESCRIPTION SUMMARY The Service Desk Representative is responsible for providing front-line in-person, phone, and e-mail technical support to the WPI community. This position provides operations support for the library pay-for-print center, media sales, and equipment lending. The Service Desk Representative works closely with other Service Desk staff, Service Desk student staff, and IT technical support staff to ensure the successful and timely resolution of incoming incidents, questions, and service requests. JOB DESCRIPTION
Provide Tier 1 and 2 support as needed:
Provide front-line in-person, phone, and e-mail support to WPI faculty, staff, and students to provide solutions to technical issues.
Provide support for first call resolution, including proper triage of incidents, troubleshooting, documentation...