Technical Analyst

Harvey Mudd College•Spokane Valley, WA

2d•$30 - $32•Hybrid

About The Position

The Technical Analyst must be a highly motivated and service oriented technical support specialist. The individual in this position is a member of a front line support team within Computing and Information Services that primarily provides on campus audio visual (AV) support and technical consultation and hardware and software support to campus users, which includes; troubleshooting, researching, analyzing and responding to a wide range of routine and complex issues or questions and requests for assistance. The technical analyst develops documentation and provides informal training for users on a wide range of software, hardware, and AV systems. A primary job function is serving as the first point of contact at the on campus CIS Help Desk for faculty, staff and students and tracking support requests through the CIS ticket system.

Requirements

Demonstrated ability to configure and troubleshoot Windows and macOS, PC and Mac hardware, and mobile devices (such as tablets and smartphones) on campus and via remote support tools where appropriate.
A strong technical support background with knowledge that allows for quick resolution of common hardware and software issues.
Excellent written and verbal communication abilities while supporting campus users.
Excellent customer service skills.
Desire to learn and work with new technologies and follow up on technical trends and news.
Demonstrated ability to work well as part of a team and work well with individuals from different backgrounds and differing levels of information technology competency.
General knowledge of campus wired and wireless networks with the ability to do basic troubleshooting of connectivity issues.
Strong problem-solving and critical thinking skills to develop and test hypotheses.
Ability to communicate technical concepts in simple terms.
Ability to prioritize competing tasks with consistent follow-up.
Working knowledge of AV equipment and common practices for recording and editing video.
High School Diploma or equivalency.
Any combination of post-secondary education, training and experience that provide the knowledge, skills and ability to perform the duties and responsibilities of the position.

Nice To Haves

Passionate about and a strong focus on customer service, with a “white-glove” approach to every service interaction.
Genuine interest in learning new technologies at a rapid pace.
Enthusiastic approach to helping users and solving problems.
Eager to understand business processes and propose improvements that create efficiencies or make use of existing or emerging technologies

Responsibilities

Provide support for campus computers, software, printers, AV systems, and on campus events that require media services.
Document support requests in the CIS ticket system, including details related to the tasks performed for resolving the issue or request.
Staff the on campus Help Desk and/or AV events according to the Technical Support and Media Services coverage schedules.
While staffing the Help Desk adhere to standard work practices.
While assigned to AV event support, adhere to standard work practices; provide assistance with in person and virtual setup, support to event organizer, operation and the removal of AV equipment.
Troubleshoot software, hardware, and AV issues by researching, analyzing and/or contacting vendors to identify solutions or gain additional support.
Using software tools to conduct remote support sessions if needed.
Deploy hardware on campus to departments as needed, software and software upgrades; assess installations and ensure they function properly and meet user needs.
Develop documentation for use by end-users and for internal CIS purposes.
Support and maintain on campus lab computers and software.
Provide in person and virtual training to staff, faculty and students who use common campus software, hardware and AV equipment.
Collect and maintain hardware inventory records and software licensing information used for CIS services such as the Computer Upgrade Program (CUP) and the Loaner Program.
Conduct research for more complex questions and requests for assistance; report back in a timely manner and document the proposed solution.
Prepare and distribute electronic notifications to the campus for planned and unplanned systems and network events or problems.
Proactively maintain technical skills and knowledge by staying up to date with new operating systems, browsers, and common campus applications such as Canvas, Microsoft 365, and Google Workspace.
Attend and actively participate in CIS Technical Support and Media Services and CIS department staff meetings.
Support campus events that may occur outside of normal Help Desk hours, and maintain general knowledge of AV systems and event support options.
Collect information and respond to systems and network emergencies.
Practice common security standards by keeping sensitive data confidential and protecting shared admin passwords.
Follow appropriate use guidelines for AI for security, operational compliance, data privacy, and using college-backed tools that safeguard institutional information
Escalate urgent issues via phone and email to CIS managers.
Meet and consult with faculty, staff and students regarding their computing needs; independently apply well-thought out technical judgment to recommend software and/or hardware as appropriate.
Diplomatically act as the liaison between CIS and other College constituents.
Work directly with other CIS teams to support data and technical needs for other departments.
Identify solutions and strategies to support special projects; and act as the liaison between the other departments and CIS.
Support the operations and cleanliness of the Sprague Learning Center, including maintaining lab spaces and student printing stations, and ensuring all help desk hardware is properly stored and secured.