Tech Support Analyst

Arizona State University

Tempe, AZ

ID: 7062225
Posted: November 7, 2019
Application Deadline: Open Until Filled

Job Description

Job Description

Provides support to users of information technology tools and library resources, online and at multiple physical campuses. Work typically involves fielding questions and giving basic instruction, routine delivery, installation, setup, maintenance, and upgrade of computer hardware and software and media equipment, and some troubleshooting when customer or public-site hardware and software are not operating properly.

Essential Duties

Serves as customer service triage, routing technology support requests to appropriate assignment groups.
Responds to and resolves routine computing, mobile device, software, user account, and media support requests.
Escalates complex support requests internally or to vendors as appropriate.
Advises customers on various technologies and library resources.
Installs, configures, and sets up technology hardware, software, and media equipment.
Tests newly set up equipment to ensure it works according to specifications.
Maintains computer and media equipment, especially shared-use and public-site equipment and spaces: cleans equipment, replaces worn-out or missing parts, restores files, settings, and software to pre-established standards, etc.
Develops instructional content including screenshots and short videos on the use of supported technology products.
Maintains asset management records to ensure accurate accounting of technology equipment.
Collaborates and works with others as needed on various technology projects.

Minimum Qualifications

Bachelor's degree in technology or related field; OR,Four years experience providing information technology services; OR,Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to six months of experience.

Desired Qualifications

Evidence of effective verbal and written communication skills
Experience in using troubleshooting skills
Experience working in a customer service role
Experience working with a support ticketing system
Experience supporting PC, Apple, and mobile devices
Experience supporting media equipment
Experience supporting multiple software products including Microsoft Office 365, Google Apps for Education, Dropbox, Slack, and Zoom
Experience with TCP/IP networking
Knowledge of a variety of relevant technology tools sufficient to answer routine customer questions about use, to recommend configurations to meet specific needs, and to solve common problems
Skill in developing and delivering short instructional courses
Skill in identifying and resolving problems with computer hardware and software and/or with media equipment
Skill in serving customers in a positive and professional manner
Skill in setup, installation, maintenance and operation of computer hardware and software and/or media equipment. Ability to maintain accurate records.
Ability to work effectively in teams.

Working Environment

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding, and manipulating a computer mouse
Required to stand for varying lengths of time and walk moderate distances to perform work
Requires valid Arizona driver’s license for occasional travel to multiple campuses to perform duties
Occasional bending, reaching, lifting, pushing and pulling up to 25 pounds
Regular activities require ability to quickly change priorities which may include and/or are subject to resolution of conflicts
Clearly communicate to perform essential functions


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