Systems Support Analyst
About The Position
The Thunderbird School of Global Management (TSGM) Information Technology Department is seeking a Systems Support Analyst to provide technology support to faculty, staff, alumni, and students. The role performs desktop and software application support to ensure effective operations, provides in-person and remote customer service to employees, collaborates on technical and nontechnical projects, and coordinates with other ASU departments to support delivery of software and services. The position provides routine and non-routine IT services, deploys enterprise-managed tools and software and security updates, and maintains documented processes. It is an in-office position, with travel between campuses potentially required as needed. The work takes place in an environmentally controlled office setting and may involve physical tasks such as lifting equipment and working in cramped spaces.
Requirements
- Bachelor’s degree and three years of experience appropriate to the area of assignment or field, or an equivalent combination of experience and/or training that demonstrates comparable knowledge, skills, and abilities.
Nice To Haves
- Knowledge of Active Directory groups and NTFS file permissions.
- Experience with TCP/IP, Ethernet, and wireless networking.
- Knowledge and management of group policies.
- Experience administering client management software such as SCCM, Intune, JAMF, or ServiceNow.
- Experience troubleshooting cross-platform computer hardware and software issues and using data recovery methods.
- Experience with support ticket tracking systems such as ServiceNow or Salesforce.
- Experience with operating systems including Windows, Mac, iOS, and Android.
- Experience with Microsoft Office 365 tools, including Office Suite, Visio, and Project, and Google Workspace tools such as Docs, Sheets, and Forms.
- Experience with videoconferencing tools such as Zoom, Zoom Rooms, and Microsoft Teams.
- Ability to manage student employees and supervise their tasks, assignments, and tickets.
- Demonstrated experience with CRM systems such as ServiceNow or Salesforce for ticket management.
- Demonstrated experience with SLA management and KPI development.
- Ability to communicate effectively with clients and provide in-person and phone support when required.
- Experience managing escalations and ensuring timely resolution of issues.
- Demonstrated experience supporting Windows endpoints, Linux, and Mac OS devices.
- Demonstrated experience with Active Directory administration, Group Policy Management, Jamf, SCCM, and Intune.
- Demonstrated experience gathering project requirements and supervising others in that work.
- Demonstrated experience with IT security best practices.
- Working knowledge of classroom technology and event management.
- Demonstrated experience with project management standards and agile practices.
Responsibilities
- Receive, respond to, and monitor technical assistance work-order requests; update ticket records with activities and status to support timely completion.
- Apply standard computer images and authorized software using operating-system deployment tools such as SCCM, Group Policy Management, Intune, and JAMF.
- Install or replace hardware and related devices, and refer warranty hardware issues to vendors.
- Troubleshoot hardware and software problems using diagnostic procedures.
- Manage deployment, relocation, and return of computers and peripheral equipment.
- Maintain equipment inventories and initiate replacement requests in accordance with policy and standards.
- Track equipment designated for surplus and coordinate pickup requests.
- Refresh computers for inventory or prepare them for surplus using approved tools and procedures.
- Conduct acceptance testing of newly acquired hardware and test software upgrades and patches before rollout; report findings.
- Provide application assistance, replicate errors, and reset computers and printers.
- Connect individual and networked devices to computers and perform initial connectivity tests.
- Trace and troubleshoot network connectivity problems and notify the appropriate responsible units.
- Support and troubleshoot equipment in classrooms, conference rooms, breakout rooms, and study rooms.
- Provide technology support for internal events.
- Advise on hardware and software purchases.
- Create, update, and maintain technical documentation for internal and external use.
- May manage student workers, including hiring, training, and monitoring daily work.
Benefits
- ASU comprehensive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
