Support Analyst; IT-Client Services

Location

Palos Hills main campus and extension sites

Support Analyst (IT-Client Services)

Client Services

ALL SITES

Under direction, the Support Analyst is responsible for troubleshooting, diagnosing, and repairing computing‑related problems. As part of the USS Technical Team, this position assists in maintaining advanced high‑level client services systems such as VDI, SCCM, AD settings, Life Cycle Management, Copier/Pay‑to‑print, and classroom technologies. The primary focus is on field repair and on‑site troubleshooting, working directly with users to provide high customer service levels and responding to trouble tickets, e‑mail, or walk‑ins.

The Support Analyst may also fill in on phone duty when needed and is dedicated to the learning‑college concepts by developing programs and facilitating activities that promote student success and lifelong learning.

• Maintains college computer‑related equipment inventory.
• Manages the ticketing system, providing thorough comments and descriptions, and completes field tickets.
• Assists personnel and other departments in training faculty and staff on new hardware and software.
• Prepares quotes and materials for purchase requisitions.
• Maintains compliance with the college’s software licensing.
• Supports USS projects using all USS troubleshooting tools and methods.
• Installs and tests technological equipment for curriculum and administrative use, loads and configures operating systems, applies patches, updates, and upgrades equipment.
• Executes college computing governance and client security.
• Repairs, upgrades, and manages the life cycle of all computing devices and labs.
• Installs IT‑related devices, including computers, printers, copiers, etc., and assists users campus‑wide, including remote sites.
• Maintains academic classroom lab software and images.
• Assists multiple support servers, including maintenance and upgrades (VDI, SCCM, Printer, Microsoft, Apple, etc.).
• Maintains and configures group policies and desktop control software.
• Provides support for all computer‑based media software and hardware, audiovisual setups, phone problems, and network connectivity issues.
• Analyzes data and prepares reports on all college computer‑based equipment.
• Maintains up‑to‑date documentation of all procedures, guidelines, and information on specialized software installs purchased by the college.
• Performs other duties as assigned.

Associate’s degree or higher required. Minimum of three (3) years of relevant IT work experience. Experience providing in‑person, walk‑up or remote IT support; deploying and supporting Windows; installing/uninstalling PC hardware/software; performing mass workstation deployments and migrations. Bachelor’s degree preferred. A+/N+ Certifications or Microsoft/Apple Certifications or IT/Helpdesk Certifications. VMware certifications and other technical certifications are a plus.

• Knowledge of operating system concepts and operation.
• Familiarity with programs, languages, and supported software packages.
• Above‑average communication skills with the ability to collaborate.
• Knowledge of personal computing hardware components.
• Demonstrated analytical ability to logically approach problems.

Full Time

Monday‑Friday, 8:00 am to 5:00 pm (hours may vary)

$27.99‑$28.89 per hour, plus benefits

• Health, Dental, Vision
• Life insurance;
  Optional life
• Disability insurance
• Tuition reimbursement
• MVCC tuition waiver
• SURS Retirement plan
• Vacation days
• Holidays
• Sick leave
• Personal days
• Bereavement days
• Tax‑shielded annuity plans