User Services Analyst

Taylor University•Upland, CA

64d

About The Position

The User Services Analyst provides a wide range of technical assistance in serving the user and academic technology needs across the campus. Responsibilities include providing one-on-one assistance, supporting user and academic software, supporting computer and mobile devices, supporting classroom computer and presentation technology, supporting campus printing, and providing technology workshops to help faculty and staff to improve their effectiveness through the use of technology. In particular, provide direct, immediate support for help desk services, user applications, and ticket routing. This includes supervising the Help Desk students and providing them with training. Taylor's mission is to develop servant-leaders marked with a passion to minister Christ's redemptive love, grace, and truth to a world in need. As a community, Taylor faculty, staff, and students commit to living out Christ's love and truth in the here and now. We worship together, serve one another, and grow in faith as we learn in the classroom, on the field, at chapel, and anywhere else we're doing Life Together.This position is primarily responsible to: Testify to personal experience of salvation in Jesus Christ, affirm belief in the University's Statement of Faith, abide by and practice our Life Together Covenant, and both personally agree with and support the Foundational Documents of Taylor University.

Requirements

Bachelor's degree required (preferably in a Computer Science or related field).
Two to four years of user and instructional technology support experience.
Practice of effective interpersonal skills and work effectively in a team-oriented environment. Ability to teach and effectively assist people of all levels of computer ability.
High-level competency with computer hardware and operating systems (Windows, Mac, Chrome, iOS, and Android) and application software.
High-level competence with instructional technologies.
High-level competence with user applications (including help desk ticketing, emergency notification systems, and keycard systems).
An aptitude and interest in discovering and gaining facility with multiple instructional and information technologies.
Deal effectively with service request interruptions during the course of regular duties.
Be sufficiently flexible to deal with a variety of responsibilities and tasks in support of academic and information technologies in a university environment.
This position involves lifting, moving, and carrying computer equipment up to 30 lbs.
Bending, stooping, and reaching are also very common activities.
Extensive walking and occasional driving between service sites is also required.
The person's office environment is split between a standard office environment and work at user locations including offices, classrooms, and computer labs.
Occasional evening and weekend hours (one to two times per month) will be required, primarily in the cases of evening classes and VIP support.

Responsibilities

Provide client support in person, by phone, or online.
Respond to classroom technology service requests.
Assure prompt service and support by responding to all assigned open requests within the information technology department's ticket tracking software and discerning when additional help is needed to resolve a specific support request.
Participate in fielding support requests as a member of the User Services Team, including supporting and guiding student employees.
Assist with hardware and software deployment and troubleshooting in IT-managed public spaces including labs.
Coordinate software and hardware replacement with other User Services staff and outside services.
Provide technology workshops for employees.
Investigate and research new technologies for the university.
Assist Director with the development of new technology standards.
Assist with other IT tasks in a support role as needed.
Other duties as assigned.