Technical Support Analyst SR
About The Position
The Technical Support Analyst SR serves as the primary provider of information technology support for Utah State University Extension, delivering desktop, endpoint, and local IT services to faculty, staff, and Extension offices statewide. The role coordinates technology projects, implements university IT standards, and ensures compliance with endpoint management and cybersecurity requirements. Additionally, the position provides technical support for Extension’s online course customers. Working closely with the university’s central IT team, the incumbent helps deliver reliable, secure, and customer-focused technology services across the organization.
Requirements
- Bachelor's degree in IT, MIS, Computer Science, or related field; PLUS 5 years of desktop/endpoint support experience; or equivalent combination of education and experience.
- Experience with Windows, macOS, Active Directory, and endpoint management technologies.
- Experience implementing endpoint management and device lifecycle standards.
- Ability to travel statewide.
- Microsoft Intune, SCCM, or Jamf experience.
- CompTIA A+ required; Dell and Apple certifications preferred or obtainable.
- Knowledge of FERPA, accessibility, and cybersecurity best practices.
- Higher education IT experience.
Nice To Haves
- Experience delivering end-user technology training.
- Experience mentoring or supervising student or part-time staff.
Responsibilities
- Serve as the primary provider of IT support services for Utah State University Extension.
- Install, configure, maintain, troubleshoot, repair, and upgrade computers, mobile devices, printers, AV equipment, operating systems, software, and peripherals.
- Provide advanced onsite, remote, and telephone technical support as the highest level of technical escalation within Extension.
- Travel to Extension offices throughout Utah to install equipment, resolve issues, and support technology projects.
- Administer Extension endpoint devices by ensuring enrollment, configuration, lifecycle management, and compliance with university’s IT endpoint management and security standards and platforms.
- Coordinate with the central IT team, vendors, and service providers to resolve complex issues and support procurement and warranties.
- Lead desktop deployments, operating system upgrades, technology refreshes, and office technology moves.
- Evaluate technology needs and recommend purchasing and/or improvements.
- Collaborate with Extension leadership to support technology planning.
- Develop documentation, procedures, inventories, and standards.
- Train faculty and staff on technology, cybersecurity, phishing awareness, accessibility, and compliance best practices.
- Prioritize service requests and manage multiple technology initiatives.
- Mentor and, when assigned, supervise student or part-time support staff.
- Participate in university IT initiatives and professional development.
- Provide customer support for USU Extension online courses.
- Other duties as assigned.
Benefits
- Dual Career Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
