Systems Support Analyst Senior

Arizona State University • Phoenix, AZ

23h • Onsite

About The Position

Enterprise Technology – Desktop Services is seeking a Systems Support Analyst Senior to provide dedicated, on-site IT support to ASU. This role is ideal for a service-focused, technically skilled professional who can confidently support executive-level stakeholders and staff in a dynamic environment. The successful candidate will be responsible for managing endpoint support, including hardware, software, and peripheral troubleshooting, while also playing a key role in supporting emerging technologies and priorities. This position requires strong experience with MacOS and Windows 11, AV and collaboration tools such as Zoom, as well as a proactive approach to solving technical issues in dynamic, fast-paced environments. We are looking for someone who is dependable, adaptable, and brings a high level of professionalism and customer service to every interaction. As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

Requirements

• Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
• Strong experience with MacOS and Windows 11
• Experience with AV and collaboration tools such as Zoom
• Dependable, adaptable, and brings a high level of professionalism and customer service
• Proven ability to self-manage, adapt to shifting priorities, and meet service expectations in a dynamic support environment.
• Extensive experience supporting executive-level users and systems with discretion, professionalism, and attention to detail.
• Demonstrated success in troubleshooting hardware and software issues across multiple platforms and environments.
• Strong technical customer service background, including support provided via phone, chat, tickets, and in-person channels to user groups—ideally in an educational or enterprise setting.
• Experience routing support requests, tracking metrics, and ensuring alignment with service partnership agreements (SPAs).
• Ability to identify and implement proactive, technology-driven solutions that improve user experience and operational efficiency.
• Deep understanding of the end-to-end troubleshooting process, with the ability to apply creative, remote, and in-person problem-solving strategies.
• Proficiency with enterprise support tools including SCCM, JAMF, InTune, ServiceNow, Active Directory, and Group Policy.
• Experience supporting Windows 10/11 and macOS operating systems, along with common productivity platforms like Outlook, Office 365, Gmail, and file storage solutions (Dropbox, OneDrive, Google Drive).
• Skilled in supporting A/V and hybrid collaboration tools (Zoom, Microsoft Teams, WebEx), as well as conference rooms, lab environments, and other standardized technology spaces.
• Knowledge of enterprise networking concepts and protocols, including TCP/IP, Ethernet, wireless, and group policy management.
• Effective verbal and written communicator with the ability to convey technical information to both technical and non-technical audiences.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.
• Applicants must be eligible to work in the United States.

Nice To Haves

• Experience with emerging technologies and priorities.

Responsibilities

• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms- collaborating across our teams as well as participating in ET/ASU events and programs.
• Prioritizes focus and adapts to a dynamic environment, allocating resources and expertise where needed.
• Collaborates routinely with other teams, vendors, and organizations to identify, plan, and implement solutions to a variety of small to large-scale IT needs.
• Serves as technical, process, and policy expert providing guidance to staff, customer units, and the broader ASU community.
• Support day-to-day endpoint operations across Windows and macOS platforms, including desktops, laptops, mobile devices, network printers, and peripherals.
• Use JAMF, Intune, SCCM, Active Directory, and Group Policy for device management, software deployment, configuration, and policy enforcement.
• Image and configure computers using approved standards, perform hardware replacements and upgrades, troubleshoot complex software/hardware/network issues, and coordinate vendor warranty repairs as needed.
• Manage IT inventory and lifecycle processes, ensuring timely procurement, replacement, and alignment with organizational standards.
• Respond to and resolve support requests through multiple channels (ticketing system, phone, email, chat, remote tools) with urgency and professionalism.
• Maintain accurate work records, create documentation, and contribute to continuous service improvement.
• Trace and troubleshoot wired and wireless network connectivity problems; work with appropriate responsible unit(s) or teams based on findings and ensure timely resolution of connection issues.
• Collaborate with internal teams and external vendors to plan, implement, and support departmental IT projects and broader technology initiatives.
• Identify evolving technology needs and implement forward-thinking solutions that improve operational efficiency, user experience, and long-term support outcomes.
• Serve as a subject-matter expert to staff, faculty, and student workers, providing guidance on technology tools, support processes, and recommendations for hardware and software purchases.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.
• Collaborate across teams and actively participate in ET/ASU events and programs.

Benefits

• Access to professional development and hands-on learning
• Workday Learning courses covering a variety of topics
• Tuition reduction for degree programs at ASU
• Opportunities for manager-approved specialized training and certifications based on department needs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior