User Support Analyst – Axios Charlotte


Located in the heart of the nation’s second fastest growing metropolitan area, Queens University of Charlotte takes advantage of the city’s diverse and thriving environment as an expansive classroom. Nationally recognized for its undergraduate programs in international and interdisciplinary education, Queens combines the best of liberal arts learning with career preparation and community engagement. Focused on supporting the success of diverse learners, faculty build close, collaborative relationships with students and help them develop intentional, individualized roadmaps to thrive in Queens and beyond. At the graduate program level, the University provides innovative educational experiences that help learners advance professionally and retool for new opportunities. Our surroundings offer faculty a myriad of opportunities to advance their own professional growth and teaching and research interests by collaborating with dynamic sectors of industry, nonprofits and community organizations.

Because of our history of innovation and strong leadership heritage, Queens is positioned to be among the new forerunners in American higher education. This is a watershed moment for Queens. While other institutions focus on sustaining and surviving, we think much bigger.
Institutions that understand what is needed and are willing to reinvent what is possible can position themselves to thrive and strengthen their market position post-pandemic with innovative approaches that are deeply connected to the world and its greatest challenges.

By 2030, Queens aspires to be Charlotte’s leading private national university with deep, meaningful, and reciprocal connections to the needs of our local community and economy; inventive, multidisciplinary academic programs that are connected to the world’s most pressing challenges and greatest areas of opportunity; a set of fully connected, integrated and innovative experiences that promote holistic wellness and well-being; a culture of continuous improvement and investment that allows faculty and staff to grow and reach their full potential; and a holistic approach to diversity, equity, and inclusion that begins on campus and radiates throughout the community.

Job summary:
The User Support Analyst provides Tier 1, 2, and 3 technical support to faculty, staff, and students, and maintains classroom software, hardware, and technology to achieve desired results and achieve satisfaction high customer. This temporary (until September 2022) full-time 40 hour/week position reports to the Director of User Support Services. This position is not exempt from the provisions of the Fair Labor Standards Act (FLSA) and is eligible for overtime pay for hours worked in excess of 40 in a single work week.

• Provide level 1, 2 and 3 technical support, coordinating with other analysts to investigate, prioritize, diagnose and resolve at least 90% of all requests within 3 business days. At least 60% of requests must be resolved by the User Support Services team, of which the analyst is a part
• Assist in the deployment, maintenance and troubleshooting of technology related hardware and infrastructure. This includes computers, tablet PCs, iPads, monitors, printers, projectors, smartboards, etc.
• Collaborate with all campus audiences to understand project requirements and recommend sustainable solutions that meet defined business and academic needs
• Define metrics and track responses to QA standards with devices and user experiences
• Develop, deliver and maintain technical support and training information to reach technical and non-technical users
• Other duties and special projects may be assigned to meet departmental and university needs

Experience, knowledge and skills:
• 3+ years of progressive experience in a user support role demonstrating strong skills in Microsoft Windows and Apple operating systems, MS Office suites, troubleshooting hardware, software and network connectivity issues
• Strong problem solving, critical thinking, analytical skills required
• Extremely comfortable with technology and ability to quickly learn new software
• Proven ability to quickly learn and apply new technologies, software, processes and procedures
• Proven ability to work patiently with users of all skill levels
• Strong customer service, oral and written communication required to achieve job objectives
• Ability to show initiative by taking action without being told
• Demonstrated organization and tracking and follow-up skills to ensure achievement of goals and objectives within specified timeframes
• Strong reasoning skills and the ability to define problems, collect data, establish facts and draw valid conclusions to solve problems
• Must be able to work in a fast-paced environment with a demonstrated ability to effectively prioritize multiple tasks and competing demands
• Ability to work independently and as part of a high level team
• Bachelor’s degree preferred or equivalent combination of education and experience

Additional experience, knowledge and skills are a plus:
• Experience with help desk ticketing system (eg ZenDesk)
• Creating and deploying operating system images
• Office 365 and SharePoint administration

Physical requirements:
• Visual Abilities: Reading reports, creating presentations and using a computer system
• Hearing: hearing well enough to communicate with colleagues, suppliers and students
• Dexterity, grasping, feeling: write, type and use telephone, copier and computer systems
• Mobility: opening files and operating office machines; travel between departments and attend meetings on campus
• Speaking: Frequently conveying detailed or important instructions and ideas with precision, loudly or quickly
• Lifting, pulling, pushing: use up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 5 pounds of force constantly to move objects
• Cognitive/Emotional: Ability to think critically and concentrate. Must be able to react quickly to changing conditions – 75-100% of the time

Working conditions:
• Work in office environments across campus involving contact with faculty, staff, students, service providers and vendors
• Work has deadlines, multiple interruptions, high volume and can be stressful at times

This description is not intended to be an exhaustive list of the duties and responsibilities of these positions, nor to be such a list of the skills and abilities required to do the job. Rather, they are intended to describe the general nature of this position.

To apply:
Qualified applicants should submit the documents listed below via email to [email protected] in (.doc) or (.pdf) format. Incomplete applications will not be considered. Include the following:

1. A cover letter outlining qualifications, experience, and interest in the position
2. Current Curriculum Vitae
3. Salary requirements
4. Contact information for three professional references.

Be sure to include “USA-ITS” and YOUR NAME in the subject line of your email.
(Example: USA-ITS Nolan Wesley)

Submissions received by January 31, 2022 will receive first consideration. Queens will continue to accept applications until the position is filled.

Queens University of Charlotte is an equal opportunity employer and is strongly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, sex, sex (including pregnancy, childbirth and conditions related to pregnancy or childbirth), sexual orientation, identity or gender expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information, or any legally protected characteristics in the administration of its education policies and admissions, scholarship and loan programs, athletic programs, employment and hiring policies, or other programs administered by the University.

Any person with a disability who requires a reasonable accommodation under the Americans with Disabilities Act to apply for a job or to participate in the Queens job search/selection process should contact the Director of Human Resources at 704.337.2222 .


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