Senior IT User Support Analyst

Kent State•Kent, OH

1d•$46,977 - $51,069•Onsite

About The Position

Under general 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 1 year of relevant professional experience in user support.
Or an Associate’s degree and 3 years of relevant professional experience in user support.
Or comparable relevant professional experience in user support equivalent to 5 years.
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
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
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 issues on local support level as emergent issues arise
Create and maintain effective documentation
Provide work direction and guidance to others

Responsibilities

Configure, install, monitor and maintain users’ computers and mobile hardware.
Configure, install, monitor and maintain users’ software.
Accountable for the installation of operating systems on hardware, supporting multiple platforms; maintain computer images and imaging workflows.
Make hardware and software recommendations to stakeholders.
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.
Simulate or recreate user problems to resolve operating difficulties; recommend systems modifications to reduce user problems.
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 include area-specific applications and their usage.
Perform syncing/troubleshooting of mobile operating systems and devices, make recommendations to functional unit based on university standards; may leverage additional knowledge of mobile device functionality to recommend and support potential business functions.
May supervise student employees; assist student employees with resolving user problems.
May coach new employees and help them resolve user problems.
Perform related duties as assigned.