EXPERIENCE

5+Years
SUMMARY: The User Support Analyst provides front line support to faculty, staff and students on University technology, especially as it relates to classroom Technology. This position participates in an on-call rotation to provide support after normal operating hours.

MINIMUM QUALIFICATIONS:

• Related two-year degree or equivalent experience and certifications.
• 2 years supporting Microsoft Windows desktop operating systems
• 2 years in a helpdesk environment where a trouble ticket system was used to manage workflow
• 2 years supporting common applications such as Microsoft Office Suite, desktop antivirus and malware removal applications, internet browsers, and client-server applications
• Proficient in asset management

PREFERRED QUALIFICATIONS:

• Bachelors degree in Information Technology or related field
• Experience with the following software: Spiceworks, Kace, Active Directory, SchoolDude, Sharepoint, Moodle
• Experience working with Apple products
• Experience with the following hardware: HP printers, VoIP phones, Dell desktops and laptops, projectors, Extron AV control systems, Cisco switches, and wireless access points

• Responsible for providing technical support to faculty for classroom instruction
• Responsible for audiovisual support in non-classroom areas
• Provides support for common software suites (Office, Adobe, etc.)
• Maintains equipment and software license inventory
• Answers helpdesk telephone line and provides level 1 support for callers’ technical issues; monitors Helpdesk activity and satisfies Helpdesk requests as they come in.
• Manages and tracks helpdesk tickets
• Troubleshoots printing and digital signage issues.
• Participates in on-call rotation to provide 24×7 coverage for critical systems
• Act as a backup to the Systems Administrator, providing support for identity management, MS and unix servers, and other systems.
• Other duties as assigned
  SUPERVISORY RESPONSIBILITIES: None, but may be called upon to supervise occasional student workers or temporary employees.

KNOWLEDGE, SKILLS, and ABILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability needed in order to perform the duties of the position, including the ability to retain on the job learned skills and abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Customer focused and team oriented attitude
• Ability to troubleshoot complex technical issues to resolution independently
• Understanding of general classroom audiovisual technology
• Understanding of computer deployment using automated software such KACE
• Self-starter that can work with little to no direct supervision
• Strong written and oral communication skills
• Ability to learn, understand and apply new technologie

QUALIFICATIONS: Candidates who make application within established recruitment dates are required to meet the minimum qualifications to be considered for employment. Minimum qualifications are the absolute smallest amount of experience and education that provide the ability to determine if the candidate could potentially perform well in the position. Preferred are the qualifications that enable a candidate to potentially excel in the position.