Systems Support Analyst

Job Profile: IT Support Specialist 2
Job Family: IT Support Services
Time Type:
Full time
Pay: $61,400 - $76,700 per year; DOE
Location:
Campus:
Tempe Job Profile Summary

Provides routine and non-routine IT services to end users in order to support the mission of the institution through technology. Deploys enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprise, and updates documented processes.

• Configure, standardize, maintain, and support managed Windows and macOS endpoint environments.
• Develop, package, test, and deploy applications and updates using enterprise endpoint management tools (e.g., Intune, SCCM, JAMF).
• Perform root cause analysis of operating system, application, and connectivity issues and implement sustainable corrective solutions.
• Support advanced and non-standard configurations, including research or specialized computing environments.
• Plan and execute hardware Move/Add/Change (MAC) activities, including larger coordinated technology relocations.
• Analyze recurring issues and identify opportunities to improve efficiency, reduce repeat incidents, and enhance user experience.
• Conduct internal security reviews and vulnerability assessments in alignment with institutional security frameworks.
• Validate software licensing compliance prior to installation and deployment.
• Mitigate identified security vulnerabilities through coordinated remediation efforts and documented tracking.
• Evaluate technology needs and recommend hardware and software solutions consistent with operational and security standards.
• Coordinate warranty claims, vendor repairs, and equipment surplus/disposal processes in compliance with institutional policy.
• Provide mid- to high-level technical support for classroom and conference room AV systems.
• Coordinate with AV integrators and vendors for installations, upgrades, and repairs.
• Provide event technology consultation, pre-event coordination, and on-site technical support as required.
• Demonstrate working knowledge of emerging AI tools and their impact on IT service delivery.
• Leverage approved AI-enabled tools to improve troubleshooting, documentation, and workflow efficiency.
• Develop scripts or automation solutions within established security and governance standards.
• Ensure compliance with institutional AI-related security, privacy, and data protection requirements.

Analyze and resolve complex OS, application and network issues; perform root‑cause analysis and implement long‑term corrective solutions; configure, standardize, and maintain managed Windows and Mac endpoint environments; develop, package, test, and deploy applications using Intune, SCCM, or JAMF; create and maintain custom deployment solutions; apply project management to organize and schedule tasks; demonstrate strong knowledge of Service Now, Salesforce and other BI tools to document and track support service and project work;

utilize enterprise service management and reporting platforms to document, analyze, and improve service delivery outcomes; contribute to documentation of standards and procedures; present in groups and train staff; work with AI‑enabled tools and understand their impact on IT service delivery.

• Experience administering enterprise endpoint management environments at scale.
• Experience implementing secure configuration baselines and deployment standards.
• Experience analyzing service trends and contributing to continuous service improvement initiatives.
• Familiarity with higher education IT governance, compliance, and audit practices.
• Experience developing technical documentation, knowledge base content, or training materials.
• Experience leveraging automation, scripting, or AI‑enabled tools to enhance operational efficiency.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.