Computer Support Analyst III and Team Lead - Computing and Technology Services; CTS

Position: Computer Support Analyst III and Team Lead - Computing and Technology Services (CTS)
Computer Support Analyst III and Team Lead - Computing and Technology Services (CTS)

Salary: $60,000annual salary
Benefits:
The University offers generous benefits including paid time off (holidays, holy days and vacation), employer matching contributions to the retirement plan, and tuition benefits for employees and their eligible dependents. Learn more and explore benefits .edu/benefits

Location:

CTS on premise
Position Status:
Full-time (35 hours perweek)

Hours:

Generally Monday through Friday, 8:30a.m.

- 4:30 p.m., but may vary based on operational need.
Position Number: 440518/10-1172
FLSA Status:
Exempt

POSITION SUMMARY:

The Computer Support Analyst III / Team Lead provides exemplary, high-level deskside supportto the University community while serving as a technical and operational leader within the Technical Services team. This role supports daily team operations and provides leadership coverage, particularly in the absence of the Manager of Technical Services. The Team Lead handles many of the more complex incidents and requests, mentors and guides the other Support Analysts, ensures adherence to service standards, and helps manage workload distribution through the ticketingsystem.

The position collaborates closely with CTSleadership, Endpoint Engineering, Information Security, and Tech Sales toimprove support processes, documentation, and service delivery overall.

Responsibilities include contributing to the evaluation and deployment ofendpoint management tools, supporting campus-wide technology refresh planning,maintaining compliant desktop standards and images, and performingadministrative functions within desktop management platforms. The Team Lead isalso responsible for developing and maintaining procedural and knowledgedocumentation, monitoring incident trends-particularly those related to security and access-and proactively working with Endpoint Engineering and the Manager of Technical Service on improving the reliability, security, andsupportability of endpoint technologies.

DUTIES AND RESPONSIBILITIES:

Provides exemplary tier-III technical on-premise support directly to VIPs, departments,and users of computing resources across campus. This will require exceptional customer service in person, via phone, and with the utilization of remote toolsas appropriate. The Computer Support Analyst III Team Lead will be a consultant, trainer, and implementor of newcomputer hardware and software deployment strategies and services across the institution.

Monitors,coordinates, and distributes service tickets, serves as the secondaryescalation point for complex technical issues related to endpoint operation'ssupported services, and assists with a timely resolution in accordance with service level expectations, prioritizing support requests based on urgency and impact.

Collaborates with departmental and techpartner teams to resolve cross-functional issues and to assist at bringing theplans and projects of the endpoint teams to fruition.

Works with desktop engineering for maintaining asset inventory, assists with lifecycle management of IT equipment,ensures compliance with organizational policies, security standards, and university support standards, and produces actionable reports that are relevant for edge computing compliance and replacement.

Serves as a functioningmember of the Security Incident Response team, providing key supportinformation for effective and efficient response during a technology securityevent.

Provides mentorship, leadership, guidance, and technical expertise to Support Analysts while assisting with complex technical issues, coordinatingworkloads and maintaining service standards.

Provides onboarding for new Support Analysts I's and II's in terms of technical training/shadowing, customer service best practices, operational responsibilities broadly, and overall expectations.
Completes other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Supervisesstudent employees only, and advises technical staff.

Guides work of others whoperform the same work. May organize, set priorities, schedule and review work,but has no responsibility to hire, terminate, or make pay decisions. The position will assist in reviewingperformance and technical acuity of staff and help advise management ofshortfalls and extraordinary performance.

REQUIREMENTS:
Minimum qualifications:

Bachelor's degree in computer science or computer information systems from an accredited educational institution.

Dell Tier II and Apple GSX support certification for Hardware repair and service: enables the warranty support of the dell and applecomputing environments. Within 90 days of hire.

JAMF Pro 200 level certification:
This certification is for the management and Administration of the Apple device platform end toend. Within 1 year of hire.

Active directory group policy management and Microsoft Power shell fundamental training: to administer change control and securitysetting to the windows device community and labs.

Minimum three to five years ofextensive customer facing desktop…