Computer Support Analyst III and Team Lead – Computing and Technology Services (CTS)

Duquesne University•Pittsburgh, PA

3d•Onsite

About The Position

The Computer Support Analyst III / Team Lead provides exemplary, high‑level deskside support to 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 ticketing system. The position collaborates closely with CTS leadership, Endpoint Engineering, Information Security, and Tech Sales to improve support processes, documentation, and service delivery overall. Responsibilities include contributing to the evaluation and deployment of endpoint management tools, supporting campus‑wide technology refresh planning, maintaining compliant desktop standards and images, and performing administrative functions within desktop management platforms. The Team Lead is also responsible for developing and maintaining procedural and knowledge documentation, 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, and supportability of endpoint technologies.

Requirements

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 apple computing 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 to end. Within 1 year of hire.
Active directory group policy management and Microsoft Power shell fundamental training: to administer change control and security setting to the windows device community and labs.
Minimum three to five years of extensive customer facing desktop service support in both Apple and windows platforms.
Minimum of three years’ experience deploying Windows and Apple computers in a managed enterprise environment utilizing services such as Microsoft Endpoint Manager, JAMF Pro.
Experience with IP address management, and desktop related network configurations and topologies.
Experience with managed printer services and print server technologies.
Experience with securing IOS devices with JAMF Pro Mobile device management platform.
Experience with desktop security platforms such as Crowd Strike Falcon. Performing the appropriate file and security remediation's produced by the software management portals.
Experience with cloud-based technologies such as Azure, Azure Labs, Intune, and Hosted JAMF Pro.

Nice To Haves

5-8 years of work-related experience.
Alternatively, the successful candidate may possess any equivalent combination of experience and training, which provides the knowledge, skills and abilities required to perform the essential job functions.
The Computer Support Analyst III / Team Lead is a highly customer‑focused, front‑line technical professional who provides advanced desktop and endpoint support to the University community.
This role requires strong communication skills and the ability to work effectively across teams and departments to meet service objectives.
The Team Lead must consistently integrate end‑user needs into operational decisions, administrative processes, and technical solutions, while balancing responsibilities across multiple functional teams and managing priorities within an assigned work queue.
The position requires advanced knowledge of endpoint administration, deployment, and support technologies, paired with a strong understanding of end‑user workflows and expectations.
The Team Lead applies systems administration skills in test and virtualized environments, including system testing, development, and validation activities.
Responsibilities may include server and service configuration to assess scope, risk, and project impact, as well as ownership of assigned services, encompassing patch management, service quality, change management, and high‑availability considerations.
The role demands strong analytical and problem‑solving skills.
The Team Lead reviews technical documentation, knowledge base resources, and related data to evaluate multiple solution paths for endpoint and edge technology issues, selecting approaches that best align with the University’s overall technology environment.
In addition, the Team Lead must be capable of clearly presenting technical initiatives and recommendations to campus technology committees and leadership groups.
This includes preparing and delivering presentations, providing periodic updates, and producing reports that communicate progress, risks, and outcomes to both technical and non‑technical audiences.
Ability to establish working relationships with university tech community, willingness to contribute actively to the mission of the University and to respect the Spiritan Catholic identity of Duquesne University. The mission is implemented through a commitment to academic excellence, a spirit of service, moral and spiritual values, sensitivity to world concerns, and an ecumenical campus community.

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 tools as appropriate. The Computer Support Analyst III Team Lead will be a consultant, trainer, and implementor of new computer hardware and software deployment strategies and services across the institution.
Monitors, coordinates, and distributes service tickets, serves as the secondary escalation point for complex technical issues related to endpoint operation’s supported 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 tech partner teams to resolve cross-functional issues and to assist at bringing the plans 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 functioning member of the Security Incident Response team, providing key support information for effective and efficient response during a technology security event.
Provides mentorship, leadership, guidance, and technical expertise to Support Analysts while assisting with complex technical issues, coordinating workloads 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.