Associate IT Support Analyst, Information Technology [R0150979]

Nevada System of Higher Education•Las Vegas, NV

About The Position

The Associate Desktop Support Analyst provides frontline endpoint support and basic security services for the UNLV campus, supporting desktops, laptops, mobile devices, tablets, and peripheral equipment. Responsibilities include troubleshooting hardware, software, operating systems, and connectivity issues; reviewing technical documentation; configuring, rebuilding, and deploying systems; and ensuring compliance with established campus standards. Under the guidance of senior desktop support specialists, the incumbent assists with routine desktop and account security activities and contributes to assigned technology projects. Customer Service Expectations: This position is responsible for maintaining a customer-focused approach in all duties, ensuring professional, timely, and effective interactions with internal and external stakeholders. To provide excellent service the employee will: listen to customers and understand their needs; help customers solve problems; demonstrate an eagerness to help; exhibit a professional disposition; be approachable, respectful, and team-oriented; take ownership of inquiries and assignments; provide updates for customers; and be familiar with the basic operations of the university in order to understand customer needs better. PROFILE of the OFFICE OF INFORMATION TECHNOLOGY With a focus on excellent customer service, UNLV Information Technology (UNLV IT) provides a full range of IT services, from leadership and enterprise solutions to training and support, for our students, faculty, and staff. As a partner in teaching, learning, research, and administration at a Top-Tier university, we are seeking team members who value innovation, collaboration, and excellence. We believe that every person brings unique experiences and perspectives that strengthen our team and help us serve UNLV’s broad community with empathy, which is a key to our success. Applicants seeking a values-driven environment that celebrates individuality and that are committed to service are highly encouraged to apply.

Requirements

An earned Bachelor’s degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA).
A minimum of one (1) year of related professional experience.
Basic working knowledge of desktop and mobile computer systems, including computer hardware, software, operating systems, and network connectivity across major platforms
familiarity with technical documentation
a fundamental understanding of standard troubleshooting and issue-resolution procedures
Strong interpersonal and customer service skills to support a diverse campus community
Ability to clearly communicate technical information to both technical and non-technical users
Ability to troubleshoot and resolve routine to moderately complex technical issues using established procedures and documentation
Ability to prioritize multiple service requests and manage time effectively in a service-oriented environment
Working knowledge of standard endpoint support and security practices, with the ability to follow defined protocols and escalate issues as appropriate
Ability to work independently within established guidelines while managing multiple, competing priorities
Ability and willingness to learn new technologies and adapt to changing tools and processes in a fast-paced environment

Nice To Haves

At least three (3) years of related professional experience.
Experience working in a higher education environment.
CompTIA A+
CompTIA Network+
CompTIA Security+
Other relevant certifications
Advanced working knowledge of computer hardware, software, operating systems, and network connectivity across major platforms, including account administration
Strong written communication skills, including documentation of issues and resolutions
Experience contributing to technical projects or collaborating with technical teams under direction
CompTIA A, CompTIA Network+, CompTIA Security+, or other relevant certifications

Responsibilities

providing frontline endpoint support
providing basic security services
supporting desktops, laptops, mobile devices, tablets, and peripheral equipment
troubleshooting hardware, software, operating systems, and connectivity issues
reviewing technical documentation
configuring, rebuilding, and deploying systems
ensuring compliance with established campus standards
assisting with routine desktop and account security activities
contributing to assigned technology projects
maintaining a customer-focused approach in all duties
ensuring professional, timely, and effective interactions with internal and external stakeholders
listen to customers and understand their needs
help customers solve problems
demonstrate an eagerness to help
exhibit a professional disposition
be approachable, respectful, and team-oriented
take ownership of inquiries and assignments
provide updates for customers
be familiar with the basic operations of the university in order to understand customer needs better