Platform Support Analyst II

ASU Enterprise Partners • Scottsdale, AZ

9d • Hybrid

About The Position

As Platform Support Analyst II, you serve as a key contributor to the stability and optimization of the organization’s technology ecosystem. Operating with a high degree of autonomy, you provide high-level support and guidance to end users, proactively identify opportunities for system enhancements, and ensure the integrity and security of platforms and processes. In partnership with Program, Technology & Solutions leadership and cross-functional teams, you drive initiatives that improve operational efficiency and user experience. Your role is instrumental in aligning technology solutions with organizational goals and delivering consistent, high-quality service across the enterprise.

Requirements

• Exceptional communication skills that can effectively convey complex and technical information to both technical and non-technical audiences, both orally and in writing
• Proficiency in MS 365 Office Suite, including SharePoint and MS Teams, with the ability to leverage these tools for collaboration and productivity
• Proficiency in administering macOS devices and services in enterprise environments, including Apple Business Manager, with a focus on secure deployment, compliance, and cross-platform support
• Strong troubleshooting and collaboration skills to enhance the Mac user experience and contribute to a seamless support strategy across technical teams
• Understanding of and familiarity with AI tools and platforms, including Microsoft Copilot, ChatGPT and other emerging AI technologies; ability to evaluate, recommend, and communicate AI solutions tailored to business needs
• Strong interpersonal skills to support employee adoption and literacy in AI
• Familiarity with process improvement methodologies and a solutions-oriented mindset for optimizing workflows
• Technical troubleshooting expertise – capable of identifying and resolving issues with computer hardware and software efficiently
• Ability to configure Windows platform software and implement new features as part of system rollouts
• Customer-centric mindset – skilled in delivering positive, professional, and responsive customer service
• Mentorship abilities that are capable of guiding and supporting new student staff with patience and clarity
• Team collaboration skills with proven ability to work effectively with diverse teams in a cooperative and goal-oriented manner
• Initiative and problem-solving mindset with ability to take ownership of tasks, set priorities, and adapt to changing needs with flexibility
• Adept at navigating complex environments with evolving priorities, communication plans, and organizational dynamics
• Collaborative and adaptable work style, thriving in a team-based environment while contributing to shared department goals
• High level of discretion and confidentiality ability to handle sensitive information related to ASU Enterprise Partners, its affiliates, University stakeholders, and confidential prospect data
• Passion for ASU's mission and belief in and commitment to advancing the vision of ASU as the New American University
• Bachelors’ degree in or related field OR 3-4 years of directly related information technology services experience OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved

Nice To Haves

• Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment will contribute to experience, but do not constitute a substitute for experience

Responsibilities

• Manage the operational execution of assigned technology support functions, exercising independent judgment to prioritize and complete tasks efficiently and accurately.
• Proactively identify opportunities to streamline recurring processes and recommend improvements that align with department goals.
• Oversee day-to-day Microsoft 365 administration under strategic direction, managing user/group accounts, assigning licenses, and resolving M365-related technical issues.
• Evaluate new features and independently assess their relevance and impact to ensure secure, consistent operations.
• Administer and support Windows and MacOS technologies within an enterprise environment, including device management, cross-platform troubleshooting, and enhancing the support experience for Windows and MacOS users across the organization.
• Assist with the adoption and strategic integration of AI tools by serving as the organization’s “AI liaison,” providing expert guidance, coaching, and communication around supported AI-related technologies and emerging solutions
• Lead the resolution of end-user hardware and software issues by analyzing support requests, identifying root causes, and applying standard and discretionary troubleshooting practices.
• Exercise independent judgment in determining the best course of action and collaborate with team members when advanced support is needed.
• Coordinate the upkeep and functionality of audiovisual (AV) equipment in collaboration spaces, verifying system readiness for critical meetings.
• Provide hands-on support during VIP events and escalate issues to vendors or other support staff using sound judgment.
• Maintain and improve technical documentation, overseeing the entry of accurate, comprehensive information into the knowledge base.
• Use discretion in identifying which best practices and solutions are appropriate for inclusion, directly contributing to the team’s efficiency and institutional knowledge.
• Monitor, triage, and manage service desk tickets, taking ownership of issues within your expertise and exercising judgment in escalating more complex cases.
• Maintain open communication with stakeholders to ensure transparency and timely resolution of incidents.
• Oversee hardware asset lifecycle tasks, including receiving, documenting, and configuring equipment for deployment.
• Use judgment to ensure that all asset management practices meet security, compliance, and organizational standards.
• Support enterprise endpoint management using Microsoft Intune and Defender, applying policy-based controls to secure and maintain devices across platforms.
• Use discretion in identifying security risks, ensuring compliance, and recommending automation solutions that increase team productivity.
• Lead and engage in cross-functional communications, regularly providing updates, offering insights during collaborative discussions, and influencing outcomes on technology-driven initiatives.
• Support broader department objectives by advising on process changes and user impact.
• Mentor and guide newer team members, sharing best practices and explaining procedures while seeking ongoing opportunities to develop personal expertise in Microsoft 365, Intune, and related platforms.
• Exercise judgment in adapting explanations and support to the needs of everyone.
• Contribute to strategic technology projects, supporting implementation tasks such as testing, documentation, and configuration.
• Use your discretion to identify potential issues or improvements, ensuring project success and continuity of service.
• Sometimes, you will be the technical lead on projects, demonstrating your ability to manage and execute complex tasks, while at other times, you will collaborate as a team member.
• Champion the end-user experience by managing support workflows, suggesting process improvements based on recurring patterns, and maintaining high standards for responsiveness and service quality.
• Actively contribute to customer satisfaction initiatives through feedback and proactive problem-solving.
• Perform other leadership and support responsibilities as needed, particularly those requiring analytical thinking, discretion, and independent judgment in advancing the organization’s mission and operational excellence.

Benefits

• Hybrid work schedule. We work from home two days a week!
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) plan with matching employer contribution
• 22 days of vacation time
• 11 holidays, including your birthday
• Parental leave
• Significant tuition reductions
• Professional development is highly valued at ASU Enterprise Partners, where employees are encouraged to look across the organization and nurture new areas of interest
• $30 bi-weekly cell phone reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees