IT User Support Analyst

Job no: 989683

Work type:
Staff/Unclassified

Location:

Geauga Campus
- Burton, OH

Physical

Location:

Twinsburg Academic Center
- Twinsburg, OH

Categories:
Full-time

$42,357 - $43,655

Basic Function:

Under routine supervision, provides support to end users for PCs, servers, peripherals, applications, hardware and mobile devices. Resolves problems that the first-tier of help desk support is unable to resolve. Reports to designated administrator.

Duties/essential functions may include, but not be limited to, the following:

• Configure, install, monitor and maintain users’ computers and mobile hardware.
• Configure, install, monitor and maintain users’ software.
• Install operating systems on hardware, supporting multiple platforms.
• Communicate with users to help understand and resolve problems, including status updates on requests, expectation management and pending projects.
• Communicate with stakeholders on pending projects and IS initiatives.
• Conduct research on new technology as requested.
• Escalate more complex problems to expert/management level or Tier 3 as necessary.
• Prioritize efforts on local support level as emergent issues arise.
• Create and maintain documentation of departmental technologies.
• May supervise student employees; may assist student employees with resolving user problems.
• May perform syncing/troubleshooting of mobile operating systems and devices, make recommendations to functional unit based on university standards.
• Perform related duties as assigned.

Job

Competencies:

• Work effectively with regular oversight.
• Identify and elevate complex or uncommon issues to supervisor.
• Exercise routine decision making on behalf of users.
• Work closely with supervisor on projects.

Minimum Qualifications:

• Bachelor's degree and 3 months of relevant professional experience in user support.
• Or an Associate’s degree and 2 years of relevant professional experience in user support.
• Or comparable relevant professional experience in user support equivalent to 4 years.

Knowledge Of:

• Problem diagnosis, reporting and monitoring tools and processes *
• Selection, installation, configuration, troubleshooting and repair of end-user devices (pc's, printers, peripheral devices) *
• Installation, configuration and maintenance of desktop operating systems, infrastructure services *
• Data security best practices and administration of access to departmental data and hardware assets

Skill In:

• Meeting and communicating with departmental supervisors and managers and stakeholders to better understand business needs
• Interpersonal communication to effectively interact with University personnel and public in person and over the telephone *
• Dealing diplomatically with internal and external constituents under stressful conditions

Ability To:

• Communicate effectively orally and in writing directly to end-users with status updates on requests, expectation management, and pending projects *
• Prioritize day to day issues on local support level as emergent issues arise *
• Create and maintain effective documentation
• Provide work direction and guidance to others

Preferred Qualifications – if applicable:

• Experience with Microsoft and Apple environments.

Assessments:

Asterisk (*) indicates knowledge, skills, abilities which may require assessments. Assessments could take the form of interview questions, a request to provide work samples or a written or practical test to assess job related competencies.

Working Conditions /

Physical Requirements:

None

Working

Schedule:

Evening hours during the semester - hours vary based on class schedules and building hours

Additional Information:

Must pass a security check.

We are an equal opportunity employer and are committed to non-discrimination to employ and advance qualified applicants without regard to race, color, religion,…