IT User Support Analyst

Kent State•North Canton, OH

2d•Onsite

About The Position

Under routine supervision, provides support to end users for PCs, servers, peripherals, applications, hardware and mobile devices. Resolves problems that the first-tier of help desk support is unable to resolve. Reports to designated administrator.

Requirements

Bachelor's degree and 3 months of relevant professional experience in user support.
Or an Associate’s degree and 2 years of relevant professional experience in user support.
Or comparable relevant professional experience in user support equivalent to 4 years.
Knowledge Of: Problem diagnosis, reporting and monitoring tools and processes
Selection, installation, configuration, troubleshooting and repair of end-user devices (pc's, printers, peripheral devices)
Installation, configuration and maintenance of desktop operating systems, infrastructure services
Data security best practices and administration of access to departmental data and hardware assets
Skill In: Meeting and communicating with departmental supervisors and managers and stakeholders to better understand business needs
Interpersonal communication to effectively interact with University personnel and public in person and over the telephone
Dealing diplomatically with internal and external constituents under stressful conditions
Ability To: Conduct end-user training
Communicate effectively orally and in writing directly to end-users with status updates on requests, expectation management, and pending projects
Prioritize day to day issues on local support level as emergent issues arise
Create and maintain effective documentation
Provide work direction and guidance to others

Nice To Haves

Experience with Microsoft and Apple environments.

Responsibilities

Configure, install, monitor and maintain users’ computers and mobile hardware.
Configure, install, monitor and maintain users’ software.
Install operating systems on hardware, supporting multiple platforms.
Communicate with users to help understand and resolve problems, including status updates on requests, expectation management and pending projects.
Communicate with stakeholders on pending projects and IS initiatives.
Conduct research on new technology as requested.
Escalate more complex problems to expert/management level or Tier 3 as necessary.
Prioritize efforts on local support level as emergent issues arise.
Provide end-user training for standard applications (MS Office, Google apps, browser support); may also perform basic training for area-specific applications.
Create and maintain documentation of departmental technologies.
May supervise student employees; may assist student employees with resolving user problems.
May perform syncing/troubleshooting of mobile operating systems and devices, make recommendations to functional unit based on university standards.
Perform related duties as assigned.