Support Analyst

Support Analyst

 

Education Management Corporation, located downtown Pittsburgh, PA is currently recruiting for a Support Analyst. This position is responsible for providing day-to-day technical support to EDMC, The Art Institutes, AEC, Argosy University, and South University through various communication methods such as telephone, e-mail and in person (where applicable).  The support is to be in networks, hardware and software areas as defined through management.  To achieve “utility gradeâ€� support for administrative computing and technology throughout the corporation by working with the Information Technology department and the technology support teams at the schools.  Performs troubleshooting techniques in all areas to provide first level support.  The person will provide detailed information utilizing the Call Center toolsets and procedures.  Manager is kept informed of priority calls, user complaints and compliments, and any issue that is deemed appropriate to maintain a high level of user satisfaction.  The position will be high visibility to the user community and must represent the professional and user dedication that is required from all members of the team. 

 

Key Job Elements:

 Answer all calls professionally and friendly.Issues work orders for all calls.All calls are followed up on and recorded in a timely and acceptable time frame.Updates all open work orders daily.Closes work orders upon resolution with complete and accurate detail.Weekly status reports are submitted timely, clearly, precisely, and professionally.Communicates well with others.Follows policies and procedures.Willingness and ability to learn key supported applications.

 

Positional Specifications

 Minimum of a A.S./B.S. in Computer Science or related field or verifiable level of experienceMinimum of 2 years of experience in support-focused environmentExperience in supporting MS Windows environment and Office applicationsEffective oral and written communications skillsTroubleshooting abilityEnjoys working closely with othersCustomer service orientedKeen problem solving skillsTeam playerWillingness to learn and meet challenges

 

 

Interested candidates are asked to send a cover letter and resume to: Staffing@edmc.edu and please indicate the position title in the subject line.

 

Education Management embraces diversity as a critical step in ensuring employee, student and graduate success. We are committed to building and developing a diverse environment where a variety of ideas, cultures and perspectives can thrive.