Systems Support Analyst

Arizona State University • Phoenix, AZ

2d • $53,650 • Hybrid

About The Position

Arizona State University’s Enterprise Technology Desktop Services is seeking a Systems Support Analyst to provide endpoint support to faculty, staff, and student workers. The role uses hardware, software, and broad IT troubleshooting expertise to support emerging technologies, implement solutions for department initiatives and operational priorities, and proactively address information technology needs. It maintains day-to-day operations, consults on department projects, and fulfills service expectations defined by service partnership agreements. The position also contributes to a culture of belonging that is relational, visionary, empowering, authentic, and compassionate.

The analyst provides routine and non-routine IT services, deploys enterprise-managed tools and software and security updates, and updates documented processes. Support is delivered on site and remotely across multiple campuses and may include conference rooms, collaborative spaces, standardized labs, and technology spaces. The role works with other teams, vendors, and organizations and supports multi-platform computer systems, peripherals, mobile devices, and audiovisual equipment.

The primary location is Downtown Phoenix Campus, with office locations potentially at Downtown Phoenix, North Phoenix, Tempe, Polytechnic, and West Valley. The work is primarily in a standard, climate-controlled office environment. The position may require driving and a valid U.S. driver’s license of the appropriate class and required endorsements. Applicants must be eligible to work in the United States.

Requirements

• A bachelor's degree and three years of experience appropriate to the assignment or field, or an equivalent combination of experience and/or training that provides comparable knowledge, skills, and abilities.
• Applicants must be eligible to work in the United States.
• A valid U.S. driver's license of the appropriate class and required endorsements is required throughout employment.

Nice To Haves

• Ability to self-manage, adapt to current priorities, and meet service partnership agreement expectations.
• Experience working on a small IT technician team providing hardware and software troubleshooting.
• Experience collaborating with customers, support teams, or vendors to develop and implement proactive solutions.
• Understanding of effective troubleshooting and ability to implement creative solutions remotely and in person.
• Experience providing technical customer service, preferably in an educational or similar environment.
• Experience providing IT support through chat, phone, tickets, and in-person channels.
• Experience routing support requests and monitoring team ticket metrics to meet service partnership obligations.
• Ability to identify support improvements and implement technology solutions that improve user effectiveness and prevent future issues.
• Strong knowledge of SCCM, JAMF, Intune, ServiceNow, and other relevant enterprise support technologies.
• Experience supporting end users and audiovisual equipment for audio and video conferencing.
• Experience supporting standardized labs and technology spaces.
• Experience troubleshooting computer hardware, software, peripherals, printers, and common office technologies.
• Experience supporting Windows 10/11 and macOS.
• Experience supporting email clients such as Outlook, O365, Gmail, and mobile clients with Exchange and Gmail, as well as file storage solutions such as Dropbox, OneDrive, and Google Drive.
• Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet, and wireless networking.
• Ability to communicate effectively with technical and nontechnical customers.
• Ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization committed to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where 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 institutional sustainability programs.

Responsibilities

• Prioritize team focus and adapt to changing priorities, allocating resources and expertise where needed.
• Collaborate with teams, vendors, and organizations to identify, plan, and implement solutions for IT needs of varying scale.
• Serve as a technical, process, and policy expert, providing guidance to staff, customer units, and the ASU community.
• Maintain day-to-day operations in a specialized support area and provide on-site support.
• Resolve, escalate, and prioritize support requests from faculty, staff, and student workers through remote tools, phone, email, tickets, chat, and in-person channels.
• Rapidly resolve technology issues in conference rooms and collaborative spaces.
• Consult with users, support teams, and vendors on audiovisual support events and provide day-of support as required.
• Update ticket records with work performed and request status to support timely completion in accordance with established policy.
• Create, update, and maintain technical documentation and provide feedback for process improvements.
• Support multi-platform computer systems, copiers, peripherals, and mobile devices in accordance with department policy.
• Diagnose and resolve hardware and software issues, including configuring computer and printer settings and replicating application errors.
• Deploy software remotely using JAMF and SCCM in accordance with Enterprise Technology standards and licensing.
• Trace and troubleshoot network connectivity issues and escalate them to appropriate support departments when needed.
• Develop and apply standard computer images with authorized software.
• Install or replace hardware and associated devices, including network cards, RAM, and internal or external storage drives.
• Refer warranty hardware issues to vendors for resolution.
• Maintain inventory of computers, peripherals, and accessories and initiate replacement requests as needed.
• Consult on hardware and software purchases.
• Collaborate across teams and participate in Enterprise Technology and ASU events and programs.
• Use AI in routine tasks and contribute ideas for improving unit efficiency and performance.
• Foster a positive culture, uphold organizational values, and champion engagement.

Benefits

• Comprehensive employee benefits package.
• Access to professional development and hands-on learning.
• Workday Learning courses covering a variety of topics.
• Tuition reduction for ASU degree programs.
• Opportunities for manager-approved specialized training and certifications based on department needs.
• Flexible work environment, with opportunities to discuss hybrid work arrangements; hybrid staff are in person three days per week.
• Professional development through ASU programs, with major tuition breaks for additional certificates and degrees.

What This Job Offers

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