IT User Support Analyst

Kent State•Burton, OH

3d•Onsite

About The Position

Under routine supervision, the IT User Support Analyst supports end users with PCs, servers, peripherals, applications, hardware, and mobile devices. The analyst resolves problems that first-tier help desk support cannot resolve and reports to a designated administrator. The primary work location is the Twinsburg Academic Center in Twinsburg, Ohio. Travel to the Geauga Campus may be required to assist with IT support coverage. Evening hours are worked during the semester, with hours varying according to class schedules and building hours. A security check is required.

Requirements

Bachelor’s degree and 3 months of relevant professional experience in user support; or an associate 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.
Knowledge of the selection, installation, configuration, troubleshooting, and repair of end-user devices, including PCs, printers, and peripheral devices.
Knowledge of installation, configuration, and maintenance of desktop operating systems and infrastructure services.
Knowledge of data security best practices and administration of access to departmental data and hardware assets.
Skill in communicating with departmental supervisors, managers, and stakeholders to understand business needs.
Interpersonal communication skills to interact effectively with university personnel and the public in person and over the telephone.
Ability to deal diplomatically with internal and external constituents under stressful conditions.
Ability to conduct end-user training.
Ability to communicate effectively orally and in writing directly to end users, including status updates, expectation management, and pending project information.
Ability to prioritize day-to-day local support issues as emergent issues arise.
Ability to create and maintain effective documentation.
Ability to provide work direction and guidance to others.
Must pass a security check.

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 and support multiple platforms.
Communicate with users to understand and resolve problems, provide request status updates, manage expectations, and communicate about pending projects.
Communicate with stakeholders about pending projects and information services initiatives.
Research new technology as requested.
Escalate complex problems to expert, management, or Tier 3 support as necessary.
Prioritize local support efforts as emergent issues arise.
Provide end-user training for standard applications, including Microsoft Office, Google apps, and browser support; may also provide basic training for area-specific applications.
Create and maintain documentation of departmental technologies.
May supervise student employees and assist them with resolving user problems.
May synchronize and troubleshoot mobile operating systems and devices, and make recommendations to functional units based on university standards.
Perform related duties as assigned.