Systems Support Analyst

Arizona State University • Tempe, AZ

2d

About The Position

Enterprise Technology Desktop Services is seeking a Systems Support Analyst. As part of ET, this position is responsible for providing endpoint support to faculty, staff, and student workers by utilizing hardware, software, and broad IT troubleshooting expertise. In addition, the role provides support for emerging technologies, implements solutions for department initiatives and operational priorities, and generates proactive solutions for a variety of information technology needs. Responsibilities include maintaining day-to-day operations, consulting on department projects, and ensuring fulfillment of our service expectations as defined by our service partnership agreements. As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

Requirements

• Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
• Must possess a valid U.S. driver's license of appropriate class and required endorsements throughout employment.

Nice To Haves

• Demonstrated ability to self-manage and adapt to current priorities while meeting the expectations of our service partnership agreements.
• Experience working in a small team of IT technicians providing troubleshooting support for hardware and software IT issues.
• Experience collaborating with customers and other support teams/vendors to develop and implement proactive solutions.
• Demonstrated understanding of effective troubleshooting process and ability to implement creative solutions remotely and in person.
• Experience providing technical customer service to a diverse customer base, preferably in an educational setting or similar environment.
• Experience providing IT support via chat, phone, ticket, and in-person support channels.
• Experience routing support requests and monitoring team ticket metrics to ensure SPA obligations are met.
• Ability to identify support improvement opportunities and to implement technology-based 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 A/V equipment for audio and video conferencing.
• Experience supporting standardized lab and technology spaces.
• Experience troubleshooting computer hardware, software, peripherals, printers, and other common office technologies.
• Experience supporting Windows 10/11 and Mac operating systems.
• Experience supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail and file storage solutions such as Dropbox, One-drive, Google drive.
• Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless.
• Ability to communicate effectively with both technical and nontechnical customers - written and verbal.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all 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 the institution’s sustainability programs.

Responsibilities

• Prioritizes team focus and adapts to a dynamic environment, allocating resources and expertise where needed.
• Collaborates routinely with other teams, vendors, and organizations to identify, plan, and implement solutions to a variety of small to large-scale IT needs.
• Serves as technical, process, and policy expert providing guidance to staff, customer units, and the broader ASU community.
• Maintains day-to-day operations of a specialized support area by providing on-site support and functions.
• Resolves, escalates, and prioritizes IT support requests from faculty, staff, student workers via remote tools (Bomgar, Zoom), phone, email, tickets, chat, etc.
• Rapidly resolves technology-based issues in conference rooms and other collaborative spaces.
• Consults with users, additional teams and vendors on A/V support events and provides day-of-support as required.
• Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders by the team in accordance with established policy.
• Creates, updates, and maintains technical documentation and provides feedback for process improvement.
• Supports multi-platform computer systems, copiers, peripherals, and mobile devices in accordance with department policy.
• Troubleshoots hardware and software issues by performing a variety of diagnostic procedures to identify and implement appropriate corrective measures.
• Provides software application assistance to end users as requested; replicates errors, configures settings of computers, printers, etc.
• Deploys software remotely via JAMF and SCCM in accordance with ET standards and licensing
• Traces and troubleshoots network connectivity problems; escalating to appropriate support departments as warranted.
• Develops and applies standard computer images with authorized software to computers to ensure a standard user experience
• Installs and/or replaces hardware and associated devices including, but not limited to: network cards, RAM and internal/external storage drives
• Refers warranty hardware problems to vendor for resolution via phone, online, or in person
• Maintains inventory of all laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards
• Provides consultation on both hardware and software purchases
• Collaborate across teams and actively participate in ET/ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Benefits

• Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff.
• This package includes: ( Click here to explore options.)
• Access to professional development and hands-on learning
• Workday Learning courses covering a variety of topics
• Tuition reduction for degree programs at ASU
• Opportunities for manager-approved specialized training and certifications based on department needs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees