IT Service Support Analyst

Responsibilities

• Provide tier 1 and 2 IT computing support for faculty, staff, students, researchers and computing labs for the College of Engineering (CoE).
• Offer immediate assistance and problem resolution while meeting SLAs and service goals.
• Research technical problems to independently identify, isolate and resolve issues with computing systems, printers, peripherals, operating systems and deployments.
• Perform testing and installation of solutions.
• Partner with tier 2 and 3 technicians to resolve complex issues requiring escalation.
• Deploy images and software applications.
• Create accounts and help identify equipment needs.
• Provide training and computer‑device orientation to customers and write documentation.
• Manage and monitor computer assets to maintain departmental inventory.
• Assist in audit and inventory compilation.
• Ensure all University and College policies are followed.
• Manage compliance and reporting requirements for the University, College, departments and/or centers, as needed.
• Adhere to ITIL best‑practice framework to ensure availability, security and performance of infrastructure systems and fulfilment of customer Service Level Agreements (SLAs).

Bachelor's degree, or vocational or technical school degree or equivalent combination of education and experience.

2 years' experience in supporting Microsoft Windows clients and/or Apple clients, peripherals, and their connectivity in a networked environment; customer service background in a technical environment; strong verbal and written communication skills; familiarity with Microsoft or Google productivity suites; knowledge of help‑desk processes and procedures; ability to provide technical guidance to less experienced staff.

Ability to lift 25 pounds, climb stairs, and have good dexterity strongly desired; experience with formal help‑desk ticketing system; industry certification in one or more of the following: ITIL Foundations, CompTIA Network+, Apple ACMT, Microsoft MCSA or MCSE or MCP. Familiarity with installing specialized software (e.g., MATLAB, LabVIEW, Solid Works) including an understanding of software licensing. Experiential knowledge of enterprise services such as Active Directory and SCCM/Endpoint Configuration Manager.

Experience with patch management and deploying and testing desktop software images using automated tools.

The target hiring range for this job profile is $25.87 /hr to $34.47 /hr. The actual salary paid to an individual will vary based on multiple factors, including but not limited to, education, years of experience, internal equity, etc.