Systems Support Analyst (IT)

Arizona State University•Chandler, AZ

9d•$60,000 - $60,000•Onsite

About The Position

ASU is the largest state university and has for the last 11 years in a row been recognized by US News and World Report as the most innovative university. The Executive Technology Support Team, (ETS) helps ASU create and maintain innovative technology solutions and services that advance learning and discovery at the University and is at the forefront of developing IT platforms and tools that add value to the student experience. ETS Deskside Services is seeking a Systems Support Analyst to join our support team in Tempe, Arizona. As part of the ETS, the primary duty of this position is to provide endpoint support to faculty and staff by utilizing hardware, software, A/V, and troubleshooting expertise. As with everyone in the ETS family, culture and communications are core responsibilities in this role. Performs a variety of activities necessary to provide desktop and software application support to end users to ensure proper and effective operations.

Requirements

High School Diploma; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Nice To Haves

Ability to model empathy, compassion and emotional intelligence
Experience hiring in a values-led organization, emphasizing diversity, equity, inclusion and belonging
Ability to help foster a safe psychological space for all teammates where everyone can thrive
Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs
Possession of a strong work ethic focused on proactivity, with a friendly and respectful countenance
Ability to maintain a flexible schedule in order to support night and weekend events
Strong knowledge of cross-platform technical troubleshooting
Experience with Active Directory, SCCM and JAMF
Working knowledge of event and conference room support: A/V technologies; mic, speaker, and camera placement; video conferencing technologies and recording
Experience with fostering and maintaining customer partnerships
Experience with remote support tools
Experience with mass computer deployment in an enterprise environment
Extensive knowledge of Dell and Apple devices
Experience using an inventory management system to track equipment
Working knowledge of network file shares and network printers
Strong knowledge to resolve hardware and software problems
Identifies problem sources and methods of solution
Network Print Server Configuration Setup and Troubleshooting
Configuring and using Outlook client in an Exchange environment
Troubleshooting network PC Image Deployment and Testing
Basic Project Management (Organize and schedule tasks, prioritize)
Creating and writing kb articles, policies and standards
Presenting in Groups and Training Staff; VPN Secure Connection configuration
Working knowledge of server-client model in enterprise environment
Ability to communicate technical concepts to technical and non-technical users

Responsibilities

Perform onsite deskside, endpoint, and shared space support tasks including: desktop, laptop, mobile device, and A/V support; software installation, updates, and support; ASU email (Outlook, Gmail) and MS Office suite support; printer configuration; network connection setup and troubleshooting; Operating system (Windows, Mac, and Mobile) installation, update, and support
Utilize endpoint management tools (JAMF, SCCM, Active Directory, Group Policy, etc.)
Be capable of keeping a flexible work schedule, possibly consisting of days, nights, and weekends, and possibly on a rotating schedule, as required. On-call work may be required as well.
Support meetings and events: A/V planning, setup, and configuration; video conferencing (Zoom, Skype, etc.); Support and use the Event Management System to schedule and plan the support of events, classes, and meetings.
Liaise with other ASU and ETS departments regarding deskside, network, security, maintenance, and other third-party vendors to ensure distribution of outage information and ensure escalated problem resolution.
Research, troubleshoot, and resolve issues while establishing proactive methods for preventing future issues before they arise.
Provide excellent customer service and establish trusted relationships with team members, location staff, and visitors.
Write and update technical documentation and asset inventories; create user-facing instructional documentation
Support faculty, staff, affiliates, and guests, both in person and remotely via email, phone, or remote control apps.
Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in ETS/ASU events and programs.
Other duties as assigned