JOB DESCRIPTION

Overview

The Technical Support Analyst provides front line support to faculty, staff and students on University technology, especially as it relates to the wired and wireless networks. This position participates in an on-call rotation to provide support after normal operating hours.

Essential Duties And Responsibilities

• Responsible for desktop deployment, maintenance, and support for Apple and MS operating systems
• Provides support for common software suites (Office, Adobe, etc.)
• Provides support for classroom and instructional technology.
• Maintains equipment and software license inventory
• Troubleshoots wired network access issues.
• Maintains and configures switches, routers, and access points.
• Troubleshoots printing and digital signage issues.
• Participates in on-call rotation to provide 24×7 coverage for critical systems
• Constantly monitors help-desk activity and satisfies help desk requests as necessary.
• Act as a backup to the Systems Administrator, providing support for identity management, MS and unix servers, and other systems.
• Operate, troubleshoot, and maintain the outsourced campus wireless network
• Operate and maintain the outsourced campus telephone system

Supervisory Responsibilities: None, but may be called upon to supervise occasional student workers or temporary employees

Knowledge, Skills, And Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability needed in order to perform the duties of the position, including the ability to retain on the job learned skills and abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Customer focused and team oriented attitude
• Ability to troubleshoot complex technical issues to resolution independently
• Understanding of general networking and connectivity concepts
• Knowledgeable of routing and switching protocols, especially for Cisco products
• Knowledgeable of firewall and security appliance implementation
• Understanding of computer deployment using automated software such as SmartDeploy
• Self-starter that can work with little to no direct supervision
• Strong written and oral communication skills
• Ability to learn, understand and apply new technologies
• Related four year degree or equivalent experience and certifications.
• 2 years supporting Microsoft Windows desktop operating systems
• 1 year supporting Apple computers and operating systems
• 2 years supporting wired and wireless networks
• 2 years supporting firewall and security appliances
• 2 years in a helpdesk environment where a trouble ticket system was used to manage workflow
• 2 years supporting common applications such as Microsoft Office Suite, desktop antivirus and malware removal applications, internet browsers, and client-server applications
• Proficient in asset management

Preferred Qualification Required

• Experience with the following software: Spiceworks, SmartDeploy, Active Directory, SchoolDude, Sharepoint, Moodle
• Experience with the following hardware: HP printers, Savin printers, VoIP phones, Dell desktops and laptops, projectors, Extron AV control systems, Cisco switches, and wireless access points

CERTIFICATES, LICENSES, REGISTRATIONS:
None required.