Endpoint Support Analyst

Auburn University•Auburn, AL

About The Position

The Endpoint Analyst provides consultative and technical support services to campus constituents to ensure timely problem resolution, system/data access, and optimal system performance. Provides support for desktop, mobile computing, and client/server technology. Provides consulting on more involved and difficult technology solutions such as evaluating software packages for multiple departments and recommending the best application for the intended purpose or helping departments develop and implement a computer hardware life cycle replacement strategy. May oversee or provide direction to junior employees.

Requirements

Bachelor's Degree - no specific discipline (degree in IT or related field preferred) and 3 years of relevant IT experience in a service environment or university setting.
Associate's Degree - no specific discipline (degree in IT or related field preferred) and 7 years of relevant IT experience in a service environment or university setting.
High School Diploma or GED and 11 years of Relevant IT experience in a service environment or university setting.

Nice To Haves

degree in IT or related field preferred

Responsibilities

Provides high-quality customer service through courteous and professional communication. Supports and maintains effective relationships with consistent follow-up and documentation. (may or may not need guidance from senior OIT/Provost Office members).
Provides technical support to constituents to resolve first-tier common desktop software, application, and communication issues in an efficient and timely manner. Accurately documents request history and may need to route more complex second- and third-tier requests to the appropriate technical personnel.
Provides timely resolution of problems or escalation on behalf of the client by maintaining strong working relationships with IT professionals in other areas.
Provides basic consultation, support, and instruction for clients (may be more complex; example will be the installation and technical assistance required implementing Terra Dotta for the immigration unit which will be used by the entire campus and students).
Assists with the deployment of new applications, resources, and tools.
Manage the international agreement approval process. Understand, interpret, communicate and execute university policy on international agreements. Liaise with faculty, deans, administrators, the Office of the Provost, the Office of the President, the Office of Sponsored Programs, members of the International Agreements Committee and other administrators to ensure accurate and timely information related to agreements is communicated both up and down the chain of command. Manage the international agreement approval workflows and database, including troubleshooting, updating and maintaining the system. Create and disseminate reports on international agreements as requested.