Systems Support Analyst

Arizona State University • Phoenix, AZ

3d

About The Position

Enterprise Technology Desktop Services at Arizona State University is seeking a Systems Support Analyst to provide endpoint support to faculty, staff, and student workers. The position uses hardware, software, and broad IT troubleshooting expertise to support day-to-day operations, emerging technologies, department initiatives, and operational priorities. It also consults on department projects and helps meet service expectations defined by service partnership agreements.

The role provides routine and non-routine IT services, deploys enterprise-managed tools and software and security updates, supports multi-platform devices, and maintains technical documentation and processes. It provides support in person and through remote tools and other customer service channels, including for conference rooms and collaborative spaces. The position also contributes to a culture of belonging that is relational, visionary, authentic, compassionate, and empowering.

The primary location is ASU’s Downtown Phoenix Campus. Work may also take place at other ASU office locations when needed, including North Phoenix, Tempe, Polytechnic, and West Valley. The position may require driving and requires a valid U.S. driver’s license of the appropriate class and required endorsements throughout employment. Applicants must be eligible to work in the United States.

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.
• Valid U.S. driver’s license of the appropriate class and required endorsements throughout employment.
• Ability to self-manage and adapt to current priorities while meeting service partnership agreement expectations.
• Ability to communicate effectively with technical and nontechnical customers.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Ability to cultivate a psychologically safe environment where team members can thrive.
• Capacity to support sustainable environmental practices through example, communication, participation, and advocacy.

Nice To Haves

• Experience working in a small team of IT technicians providing hardware and software troubleshooting support.
• Experience collaborating with customers, support teams, and vendors to develop and implement proactive solutions.
• Understanding of effective troubleshooting processes 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, ticket, and in-person channels.
• Experience routing support requests and monitoring ticket metrics to ensure service partnership agreement obligations are met.
• Ability to identify support improvements and implement technology-based solutions that improve user effectiveness and prevent future issues.
• Strong knowledge of SCCM, JAMF, InTune, ServiceNow, and other enterprise support technologies.
• Experience supporting end users and A/V 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 Mac operating systems.
• Experience supporting email clients such as Outlook, O365, Gmail, and mobile clients with Exchange and Gmail, and 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.
• Experience in a values-driven organization committed to inclusion and belonging.
• Ability to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.

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 IT solutions of varying scale.
• Serve as a technical, process, and policy expert, providing guidance to staff, customer units, and the broader ASU community.
• Maintain day-to-day operations of a specialized support area, including on-site support.
• Resolve, escalate, and prioritize IT support requests from faculty, staff, and student workers through remote tools, phone, email, tickets, chat, and in-person channels.
• Resolve technology issues in conference rooms and collaborative spaces; consult on A/V 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 policy.
• Create, update, and maintain technical documentation and provide feedback for process improvement.
• Support multi-platform computer systems, copiers, peripherals, and mobile devices in accordance with department policy.
• Diagnose and resolve hardware and software issues, assist users with software applications, replicate errors, and configure computers and printers.
• Deploy software remotely using JAMF and SCCM in accordance with Enterprise Technology standards and licensing.
• Trace and troubleshoot network connectivity problems and escalate them to appropriate support departments when warranted.
• 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 problems to vendors for resolution.
• Maintain inventory of laptops, desktop and peripheral equipment, and accessories; initiate replacement requests as needed.
• Provide consultation 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 using AI to improve unit efficiency and performance.
• Foster a positive culture, uphold organizational values, and champion engagement.

Benefits

• 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.
• ASU comprehensive benefits package; specific benefit details are provided through the university’s benefits resources.
• Flexible work environment, with opportunities to explore arrangements such as hybrid work with a supervisor.

What This Job Offers

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