Under the supervision of the Support Desk Manager, the Support Analyst II coordinates all initial contacts from college administrators, faculty, and students with IT service questions or problems. The Support Analyst II is responsible for the receiving, recording, tracking and follow-up of all service requests or incidents to the service desk. This individual strives for first call resolution while referring more complex problems to higher-level technical staff personnel for resolution.
ESSENTIAL FUNCTIONS/PRIMARY DUTIES AND RESPONSIBILITIES:
Follow best practice IT service management incident and service request management practices to log and track progress on client support requests. Effectively document, triage, resolve, and follow-up on support tickets
Perform basic computer software, hardware and other IT service troubleshooting, on the phone and using remote technology.
Understands how to support and troubleshoot the wide range of high powered audio applications, particularly DAWs (digital audio workstations) and notation software ranging from, but not limited to, Pro Tools, Logic Pro X, Digital Performer, Finale, and Reason.
Coordinate and/or serve as initial contact via telephone, email, web, for individuals needing technical assistance or service requests.
Provide initial support for users and resolve common incidents and service requests such as direct and managed software installations, service restoration and account management.
Maintain a high degree of responsiveness to customers after the initial contact by providing informative status updates and follow-up until a solution is achieved.
Strive for first call resolution by continuously learning new systems and processes and translating that acquired knowledge to solving support calls.
Actively propose and implement process improvements.
Play major coordination role in the onboarding of new hires to include collaborating outside of TTS to ensure timely creation and testing of accounts, readiness and delivery of necessary hardware (computer, mobile and landline), and ongoing communication to all involved.
Responsible for tracking the status of IT service problems and coordinating timely updates to the Information Technology telephone status line and websites to inform the college of service related issues.
Regularly contribute to knowledge base and work with Knowledge Manager to ensure accurate content.
Ensure TTS student staff is trained and actively and appropriately using knowledge base and ticketing database.
Assist the Director and others in the training and supervision of TTS student workers in order for them to become an integral employee of the department.
Delegate tasks from the Tickets database to TS student workers when appropriate, while insuring that the Service Desk is adequately staffed.
Keep TS staff and student employees informed of current outages, service issues, or common requests.
Escalate more complex problems to Support Consultant I or higher-level technical staff personnel for resolution.
Update the Information Technology telephone status line and website to inform the college of service related issues.
Participate in or lead projects as assigned.
Other duties as assigned.
Assist in the assignment and referral of incidents and service requests.
Promote IT training offerings to college staff. Actively advise and communicate changes to the Berklee computing environment and its impact on clients.
Work closely with TTS student workers and TTS Training to promote their successful contributions to the department.
Act as project manager on projects assigned.
Delegate and escalate tasks from the Tickets database to TR staff and TTS student workers when appropriate.
Provide ownership of tickets assigned and follow through until resolution, including communication both internally and to the client.
Assist in Service Desk phone coverage when needed or as assigned.
Meet regularly with department contacts to gain in-depth understanding of their business and computing needs.
Act as escalation point for Support Analyst and Support Consultant I and other colleagues to resolve critical, emergency or difficult technical issues.
Provide coaching and mentoring, and operate as an informative resource to others as needed.
Promote a positive and professional work environment.
Work cooperatively and share knowledge freely with all colleagues.
Build strong working relationships with colleagues and clients, and foster culture focused on serving customer needs.
Seek out client feedback.
Actively translate client needs into viable technical solutions.
Work cooperatively within TR and with Academic Affairs Technology support staff.
Adhere to all published guidelines.
Perform other duties as assigned.
Stay informed of technology advancements, specifically those that are used or could be used at Berklee and share this knowledge with others.
Stay up-to-date with technology pertaining to this position and maintain any required certifications.
Participate in required training for both technical and interpersonal skills.
Stay committed to actively enhancing skills in pursuing professional development.
MINIMUM JOB QUALIFICATIONS:
1-3 years of experience in the direct delivery of IT support.
Functional knowledge of the Macintosh operating system as well as Apple and PC hardware. A functional and working knowledge of administrative software associated with these systems.
SKILLS AND ABILITIES REQUIRED:
Strong technical and analytical skills.
Strong interpersonal skills in dealing with a wide range of clients with varying levels of computer familiarity.
Ability to translate technical instructions into easily understood steps to diverse client base.
Ability to interact, communicate and work well with others;
Commitment to exemplary customer service; strong customer service skills including rapid response time, appropriate and timely escalation and incident resolution, and appropriate follow-up skills.
Strong organizational and time management skills, including the ability to multi-task, prioritize, and independently manage a changing workload and schedule.
Ability to work with a sense of urgency.
Ability to lead small teams when called upon.
Ability to effectively manage projects.
Strong verbal and written communication skills.
Ability to learn existing and emerging computer technologies quickly.
KNOWLEDGE, SKILLS AND ABILITIES PREFERRED:
Apple Certified Support Professional Certification (ACSP)
ITIL v3 Foundations certification
Understanding of the following software packages: Logic Studio, ProTools, Digital Performer, Komplete, Waves, Reason, VSL, GarageBand, Sibelius, Finale, Notion, Conducting, iMovie, iTunes, etc.
Understanding of digital audio hardware (Avid, PreSonus, MOTU devices, etc.)
Understanding of software synthesizers and plugins, strong understanding of MIDI technologies and hardware.
Applicants who are both interested and qualified should submit the following materials: * Cover letter that addresses the applicant's capabilities and experiences. * A resume or CV.
Currently enrolled Berklee students may not apply for staff or faculty positions.
The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.
Incomplete applications will not be considered. The position will remain open for applications until filled.
Berklee is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.
Employee Type: Staff
Internal Number: R0002382
About Berklee College of Music
The mission of Berklee College of Music is to educate, train, and develop students to excel in music as a career. Developing the musicianship of all our students is the foundation of our curriculum. We believe that the lessons and qualities derived from that work?the self-discipline needed for excellence, the empathy required of music making and the openness and inquisitiveness essential to creativity?are critical to achievement in any pursuit, musical or otherwise; and that music is a powerful catalyst for personal growth, which is central to any collegiate experience. Founded on jazz and popular music rooted in the African cultural diaspora, our comprehensive curriculum is distinctly contemporary in its content and approach, and embraces the principal musical movements of our time. Through a course of scholarly and practical learning experiences integrating performance and writing, our curriculum covers the variety of influential styles, relevant technologies, and career opportunities open to today's music professional.