Desktop Support

Description

Are you a driven IT professional continuously looking for innovative ways to fine-tune processes and systems?

The Technology Support Analyst serves as a member of our IT’s system-level Mission Support team, supporting the

academic, administrative, athletic, clinical, and research missions of the University. This position provides device support

and endpoint management for faculty and staff.

Job Duties:

- Responds to technical support tickets.

- Discusses directly with the customer to determine the nature of the technical issue.

- Identifies the nature of the hardware, software, or networking issue.

- Provides the customer with resolution choices.

- Installs new hardware systems, software upgrades or networking cables

- Addresses any software or hardware issues.

- Provides minor technical or operational training.

- Completes IT support logs.

- Performs various duties as needed to successfully fulfill the function of the position.

- Manage account access and permissions to departmental security groups, mailboxes and distribution lists, network file

shares, and other resources.

- Collaborate with other members of the Mission Support team to share knowledge and expertise, explore opportunities to

improve processes and procedures, and maintain awareness of technology initiatives across the University.

Additional Skills & Qualifications

- Ability to diagnose and solve technical problems related to computer hardware, software, operating systems, and

peripherals.

- Proven record of delivering exceptional customer service and building relationships with customers.

- Knowledge of or experience with remote desktop support applications.

- Working knowledge of operating systems, office software, enterprise software, and server systems.

- Excellent problem-solving skills.

- Customer service and interpersonal skills.

- Ability to communicate verbally and in writing.

Department Preferences:

- Experience working in a technology organization and basic knowledge of enterprise technologies like network,

storage, identity management, cloud services, desktop solutions, etc.

- Knowledge of or experience in higher education environment

- Experience with Active Directory

- Experience with endpoint management systems (e.g. SCCM, JAMF)

- Experience with collaboration platforms (e.g. Slack, Teams)

- Technical certifications (e.g. Security+, Network+, A+)

- ITIL certification or experience in an ITIL environment