Systems Support Analyst

Arizona State University•Phoenix, AZ

4d•Onsite

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 position 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 deliver software and services. This is an in-office position, and travel between campuses may be required as needed. The role provides routine and non-routine IT services to end users and deploys enterprise-managed tools used to manage devices and distribute software and security updates across devices and applications. It also maintains documented processes. The position may be required to manage student workers, including hiring, training, and monitoring their daily work.

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 demonstrating 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.
Client management software administration experience, 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 completion of 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, if required.
Experience managing escalations and ensuring issues are resolved in a timely manner.
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 the same endeavor.
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 work-order requests for technical assistance; update the ticket system with work performed and request status to support timely completion under established policy.
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 associated devices, including hard drives and removable disk drives, and refer warranty hardware problems to vendors.
Troubleshoot hardware and software problems using diagnostic procedures to identify corrective measures.
Manage deployment, relocation, and return of computers and peripheral equipment.
Maintain accurate computer and peripheral equipment inventories and initiate replacement requests as needed.
Track technology equipment identified for surplus and facilitate pickup requests.
Refresh computers for inventory or prepare them for surplus using approved tools and standard operating procedures.
Perform acceptance testing of newly acquired hardware; test software upgrades and patches before rollout and prepare findings reports.
Provide application assistance to end users, 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 responsible units based on findings.
Support and troubleshoot equipment in classrooms, conference rooms, breakout rooms, and study rooms.
Provide technology support for internal events.
Consult on hardware and software purchases.
Create, update, and maintain technical documentation for internal groups and external entities.
May manage student workers, including hiring, training, and monitoring daily work.