IT Support Analyst

Illinois State•Normal, IL

4h•$24•Onsite

About The Position

The IT Support Analyst works as part of a technical support team providing technology support and consultation to faculty and staff. Responsibilities include configuring, setup, networking, preventative maintenance, securing, troubleshooting, inventorying, and repair of endpoint technologies including, but not limited to, desktop and laptop computers, tablets, smartphones, printers, email and calendaring , and line-of-business applications. The IT Support Analyst provides holistic, proactive technology support to customers, focusing on identifying solutions fit to their unique needs. This position is responsible for first level support, which can involve working with others in person, over the phone, chat, email, and/or remote desktop support. The individual in this role also creates documentation and tracks all incidents using the University's incident management system. The position carries significant responsibility to work independently and to follow established procedures, even in high-pressure and time sensitive situations, to quickly fulfill the needs of customers. Additionally, this position will coordinate closely with the Technology Support Center and other campus IT units. This position also serves as an informal mentor to student technicians by providing assistance with training, monitoring, and appropriately utilizing the student staff in day-to-day operations.

Requirements

Valid Driver’s License.
High school diploma or equivalent.
Any one or any combination totaling at least two (2) years (24 months) from the following categories: A. College coursework which included Information Technology, Creative Technologies, IT Management, Programming, IT Systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent: - 30 semester hours equals one (1) year (12 months) - Associate’s Degree (60 semester hours) equals eighteen months (18 months) - 90 semester hours equals two (2) years (24 months) - Bachelor’s Degree (120 semester hours) equals three (3) years (36 months) B. Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
A strong technical aptitude with an understanding of computer hardware, operating systems, endpoint imaging, and software founded in hands-on experience.
Ability to apply critical thinking to identify and solve complex problems.
Ability to effectively communicate in a professional manner with other colleagues, supervisors, administrative staff, faculty, and other IT users.
Experience troubleshooting Windows, Mac, and iOS operating systems, in a networked environment.

Nice To Haves

Information Technology Infrastructure Library Foundation Certification.
HDI Desktop Support Technician Certification, or similar.
Demonstrated ability to follow established procedures, even in high-pressure and time sensitive situations.
Experience providing customer service.
Familiarity with CAS disciplines.
Experience deploying, managing, and supporting technology in a higher education environment.

Responsibilities

Configuring, setup, networking, preventative maintenance, securing, troubleshooting, inventorying, and repair of endpoint technologies including, but not limited to, desktop and laptop computers, tablets, smartphones, printers, email and calendaring , and line-of-business applications.
Providing holistic, proactive technology support to customers, focusing on identifying solutions fit to their unique needs.
Providing first level support, which can involve working with others in person, over the phone, chat, email, and/or remote desktop support.
Creating documentation and tracks all incidents using the University's incident management system.
Working independently and to follow established procedures, even in high-pressure and time sensitive situations, to quickly fulfill the needs of customers.
Coordinating closely with the Technology Support Center and other campus IT units.
Serving as an informal mentor to student technicians by providing assistance with training, monitoring, and appropriately utilizing the student staff in day-to-day operations.