Systems Support Analyst Sr IT
Posted: September 29, 2021
Application Deadline: Open Until Filled
Job DescriptionJob Description
ASU is the largest state university and has for 6 years in a row been recognized by US News and World Report as the most innovative university. The University Technology Office, (UTO) helps ASU create and maintain innovative technology solutions and services that advance learning and discovery at the University and is at the forefront of developing IT platforms and tools that add value to the student experience.
UTO Desktop Services is seeking a Systems Support Analyst Sr. for the ASU West Campus. As part of the UTO, this position is responsible for supervising a team that provides endpoint support to students, faculty and staff by utilizing their hardware, software and broad IT troubleshooting expertise. In addition, the role provides department level consultations and helps generate proactive solutions for a variety of information technology needs. This position maintains day-to-day operations and ensures fulfillment of our service requirements as defined by our service partnership agreements. As with everyone in the UTO family, culture and communication are core responsibilities in this role.
Job FamilyInformation Technology
Desktop Services UTOW
UNIV TECHNOLOGY OFFICE
Scope of SearchOpen
Grant Funded Position
This is not a grant funded position and is not contingent on future grant funding.
Salary Range$55,500 per year
13-October-2021 - REPOSTED
Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in UTO/ASU events and programs
Prioritizes team focus and adapts to a dynamic environment allocating resources and expertise where needed
Mentors staff and provides performance improvement coaching to ensure adherence to best practices and staff success
Collaborates routinely with other teams, vendors, and organizations to identify, plan, and implement solutions to a variety of small to large scale IT needs
Serves as technical, process, and policy expert providing guidance to staff, customer units, and the broader ASU community
Maintains day-to-day operations of a small team of technicians by providing on-site support and administrative functions
Resolves, escalates, and prioritizes IT support requests from students, staff, and faculty via chat, phone, email, tickets, etc.
Consults with requestors and vendors on A/V support events and provides day of support as needed.
Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders by team in accordance with established policy
Creates, updates, and maintains technical documentation and provides feedback for process improvement
Supports multi-platform computer systems, peripherals, and mobile devices in accordance with department policy
Troubleshoots hardware and software issues by performing a variety of diagnostic procedures to identify and implement appropriate corrective measures
Provides software application assistance to end users as requested; replicates errors, configures settings of computers, printers, etc.
Deploys software remotely via JAMF and SCCM in accordance with UTO standards and licensing
Traces and troubleshoots network connectivity problems; escalating to appropriate support departments as warranted
Develops and applies standard computer images with authorized software to computers to ensure a standard user experience
Installs and/or replaces hardware and associated devices including, but not limited to: network cards, RAM and internal/external storage drives
Refers warranty hardware problems to vendor for resolution via phone, online, or in person
Maintains inventory of all laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards
Provides consultation on both hardware and software purchases
Bachelor's degree in Information Technology or closely related field and six (6) years experience providing diagnostic and trouble-shooting support in a client server, cross platform environment, OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
Experience in self-manage and set department priorities to meet and exceed expectations of our service partnership agreements
Experience performing standard administrative functions including time management, performance coaching, and staff hiring
Experience supervising a small team of IT technicians providing troubleshooting support for hardware and software IT issues
Experience collaborating with customers and other support teams/vendors to develop and implement proactive solutions
Demonstrated knowledge of effective troubleshooting process and ability to implement creative solutions remotely and in person
Experience providing technical customer service to a diverse customer base, preferably in an educational setting or similar environment
Experience providing IT support via chat, phone, ticket, and in person support channels
Experience routing support requests and monitoring team ticket metrics to ensure SPA obligations are met
Experience in identifying support improvement opportunities and to implement technology based solutions that improve user effectiveness and prevent future issues
Demonstrated knowledge of SCCM, JAMF, ServiceNow and other relevant enterprise support technologies
Experience supporting end users and A/V equipment for audio and video conferencing
Experience supporting standardized lab and technology spaces
Experience troubleshooting computer hardware, software, peripherals, printers, and other common office technologies
Experience supporting Windows 10 and Mac operating systems
Experience supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail and file storage solutions such as dropbox, one-drive, google drive.
Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless
Experience in communicating effectively with both technical and nontechnical customers
Experience in modeling empathy, compassion and emotional intelligence
Experience hiring in a values-led organization, emphasizing diversity, equity, inclusion and belonging
Experience in helping foster a safe psychological space for all teammates where everyone can thrive
Experience in stimulating changes in individual, institutional, and corporate behaviors to create a more sustainable environment
Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs