IT Service Support Analyst 2

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Job Title:

IT Service Support Analyst 2

Department:

Engineering | Engineering Technology Services

Client Services team members provide tier 1 and 2 IT computing support for faculty, staff, students, researchers and computing labs for the College of Engineering (CoE); leads in providing immediate assistance and problem resolution while meeting SLAs and service goals; researches technical problems to independently identify, isolate and resolve issues with computing systems, printers, peripherals, operating systems and deployments; performs testing and installation of solutions; partners with tier 2 and 3 technicians to resolve complex issues requiring escalation; deploys images and software applications; creates accounts and helps to identify equipment needs; provides training and computing device orientation to customers and writes documentation; manages and monitors computer assets to maintain departmental inventory; assists in audit and inventory compilation; ensures all University and College policies are followed; manages and meets all compliance and reporting requirements of the University, College, departments and/or centers, as needed; adheres to ITIL best practice framework in an effort to ensure the availability, security and performance of infrastructure systems and fulfillment of customer Service Level Agreements (SLAs).

Additional Information:

Minimum education: Bachelor’s degree, or vocational or technical school degree or equivalent combination of education and experience.

Required Experience: 2 years' experience in supporting Microsoft Windows clients and/or Apple clients, peripherals, and their connectivity in a networked environment; customer service background in a technical environment; strong verbal and written communication skills; familiarity with Microsoft or Google productivity suites; knowledge of help desk processes and procedures; ability to provide technical guidance to less experienced staff.

Desired Qualifications: Ability to lift 25 pounds, climb stairs, and have good dexterity strongly desired; experience with formal help desk ticketing system; industry certification in one or more of the following: ITIL Foundations, CompTIA Network+, Apple ACMT, Microsoft MCSA or MCSE or MCP. Familiarity with installing specialized software (e.g. MATLAB, Labview, Solidworks) including an understanding of software licensing. Experiential knowledge of enterprise services such as Active Directory and SCCM/Endpoint Configuration Manager. Experience with patch management and deploying and testing desktop software images using automated tools.
 

The target hiring range for this job profile is $25.87/hr to $34.47/hr. The actual salary paid to an individual will vary based on multiple factors, including but not limited to, education, years of experience, internal equity, etc.

Location:

Smith Laboratory (0065)

Position Type:

Regular

Scheduled Hours:

40

Shift:

First Shift

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