SYSTEM SUPPORT ANALYST

This position will be responsible for providing consulting, technical support and problem tracking services to faculty, staff, and students. Work assignments typically involve the installation, configuration and troubleshooting of diverse software applications and hardware. Responsibilities may include the staffing of a regular shift in a collaborative dispatching center that provides a central point of contact for student staff to report all support and problem tracking issues.

Duties include, but are not limited to:

Provide superior customer service to our faculty, staff, and students in person and via remote support tools.  Interact daily with university staff to help them achieve their goals.  Use standard tools to provide clear professional communication via remote session, email, phone calls, and face to face interactions.

Responsible for working in collaboration with other team members, and other support groups to maintain division wide continuity through standard best practices using many of these technologies: Active Directory (AD), system management tools (Microsoft Configuration Manager aka. (SCCM) and Jamf Pro), network file storage, cloud storage, remote support tools, network discovery tools, and our standard ticketing system.

Provide device support by: serving as an information resource related to various device and peripheral systems, including Windows and Apple, and mobile device operating systems. Maintain devices (virtual machines, desktop, printers, POS systems, laptops, tablets, and other hardware).

Provide basic local area network and wireless support by: investigating, determining severity, resolving, or appropriately escalating various network systems problems; troubleshooting network-related problems and compatibility of devices; and working with the network team to assist in providing support and back up as needed.

Provide applications / software support by: providing specialized support for University supported email applications, second tier support on approved software and applications, and integrate different computing systems for faculty, staff, and students if possible and when necessary. Install, configure, and upgrade software not fully supported by standard tools.

Provide one-on-one consulting to faculty, staff, and students in the use of operating system software, supported applications, connectivity to campus networks and servers, and in resolution of complex hardware and software problems.

Administrative duties include: creating, planning, testing, implementing and documenting IT projects to better serve faculty, staff, and student needs. Assist with IT compliance regarding software, site-licensed software, or applications. Maintain advanced knowledge of new products, upgrades, and technologies.