Systems Support Analyst IT

Arizona State University - Tempe, Arizona - Full time

Systems Support Analyst (IT)

Arizona State University

ECS Desktop Services

Campus: Tempe

50027BR

Salary Range

$49,824 per year

Close Date

18-March-2019

Job Description

Working within the University Technology Office (UTO) as an innovative and collaborative team member with the Engagement & Consulting Services (ECS) Deskside Team, the Support Systems Analyst (SSA) will provide support and guidance to UTO and Barrett Honors Staff, Faculty and Student workers. We provide best of class support for Apple and Windows products utilizing SCCM, JAMF, scripting technologies and Active Directory. The SSA position will mentor and train Student staff, handle equipment refresh orders, provide inventory updates and answer all related hardware and software questions.

Performs a variety of activities necessary to provide desktop and software application support to end users to ensure proper and effective operations.

Essential Duties

  • Receives, responds to and monitors status of work-order requests for technical assistance; updates ticket system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy.
  • Configures both local and multi-platform personal computer systems and mobile devices, installing software and establishing connection to network(s) in accordance with specified standards.
  • Develops and applies standard computer images with authorized software to computers to ensure consistent configurations.
  • Adds or Removes computers from domain, cleans hardware by deleting profile and replaces in inventory.
  • Installs and/or replaces hardware and associated devices including, but not limited to: LCD screen, Motherboard, network cards, hard-drives, RAM and USB SSD drives; refers warranty hardware problems to vendor for resolution.
  • Via phone, remote access or in person, troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures.
  • Actively participates in deployment and relocation of computers and associated peripheral equipment.
  • Tests upgrades and/or applies patches to software prior to rollout; prepares report of findings. Provides application assistance to end user as requested; replicates errors, re-sets computers and printers.
  • Connects individual and networked devices to computers; performs initial connectivity test to ensure proper connectivity.
  • Performs a variety of acceptance testing procedures of newly acquired hardware to ensure proper operations.
  • Maintains inventory of all loaned laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards.
  • Traces and trouble-shoots network connectivity problems; notifies appropriate responsible unit(s) based on findings.
  • Provides consultation on both hardware and software purchases. Creates, updates, and maintains technical documentation for use within the group as well as outside entities. When necessary, provides data recovery on failed storage media.
  • May be required to manage student workers including hiring, training, monitoring daily work and when necessary, termination.

Minimum Qualifications

Bachelor’s degree in Information Technology or closely related AND four (4) years providing desktop diagnostic and trouble-shooting support; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

  • Demonstrated knowledge of technical troubleshooting across multiple platforms
  • Demonstrated knowledge of utility functions to diagnose errors
  • Proactively identifies, develops and deploys solutions to improve effectiveness of technology delivered materials/information
  • Demonstrated knowledge to resolve hardware and software problems
  • Experience working with System Center Configuration Manager and JAMF
  • Experience in enterprise Active Directory, Group Policies and Security ACL’s
  • Experience with network Printer Setup and Troubleshooting
  • Experience configuring and using Outlook client in an Exchange or Office 365 environment, managing Distribution Lists and Public Folders
  • Evidence of experience troubleshooting TCP/IP Errors, ability to use NSLookup, IPConfig, NETStat MCDST; PC Image Development and Testing
  • Evidence of experience with basic Project Management (Organize and schedule tasks, prioritize)
  • Experience setting up and supporting various Video Conferencing solutions
  • Experience creating and writing policies and standards
  • Experience presenting in groups and training staff
  • Experience with VPN Secure Connection configuration
  • Experience with clientside firewall, clientside Proxy
  • Evidence of MCP or A+ Certification
  • Experience in stimulating changes in individual, institutional, and corporate behaviors to create a more sustainable environment
  • Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs.

Working Environment

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 50 pounds; regularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipment. Regular review of completed tasks.

Department Statement

The University Technology Office embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicant must be eligible to work in the United States; ASU UTO will not be a sponsor for this position.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 80,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit www.asu.edu/tobaccofree

AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will be considered without regard to race, color, sex, religion, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report Arizona State University is committed to providing safety and security resources and information for our students, faculty, staff, and visitors. In accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), ASU publishes an Annual Security and Fire Safety Report, which includes safety and security policies and procedures, crime and fire prevention information, crime and fire statistics, and numerous resources for current and prospective students and employees. To access the ASU Annual Security and Fire Safety Report online, visit https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. A hard copy of this report may be obtained, free of charge, by contacting the ASU Police Department at 480-965-3456 or by visiting the ASU Police Department at 325 E. Apache Blvd., Tempe, Arizona, during business hours (M-F, 8 a.m. to 5 p.m.).

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

To apply, please go to www.asu.edu/asujobs under Careers at ASU, click “External Staff” and enter ReqID#50027BR or go directly to: https://sjobs.brassring.com/TGnewUI/Search/Home/Home?partnerid=25620&siteid=5494#jobDetails=3751910_5494

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Role

Product Management

Experience Level

Mid Level

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