Technology Support Analyst

Provides support to users of information technology tools in an academic and research environment. Work typically involves a combination of troubleshooting, recommending products for purchase, acting as a service support leader, delivering instruction, using software applications to meet specialized needs, and communicating with customers, other technology specialists and vendors about services.

Job Family: Information Technology 

Department Name: CHS IT

Full-Time/Part-Time: Full-Time 

VP Code: VP/EXEC VICE PROV DPC 

Scope of Search: Open 

Grant Funded Position: This is not a grant funded position and is not contingent on future grant funding.

Salary Range: $38,448 - $50,000 per year; DOE

Close Date: 08-October-2018

Category: 02

Essential Duties

• Repairs or resolves a wide variety of technology issues and confers with or escalates problems to vendors, contractors, or others in the university to assure that resolution is reached.

• Identifies causes of problems when hardware and software are not operating properly and takes appropriate action.

• Monitors and responds to security incidents with immediacy.

• Establishes and maintains positive and effective communications with customers, co-workers, other technology specialists, vendors and the University Technology Office.

• Installs/delivers and sets up computer hardware and media equipment as well as upgrades to hardware and software.

• Tests newly set up equipment to assure that it works according to specifications. Develops and applies standard computer images with authorized software to computers to ensure consistent configurations.

• Actively participates in the relocation of technology (computers, peripherals, etc.) as needed.

• Removes computers from domain, cleans hardware by deleting profile and replaces in inventory.

• Traces and troubleshoots network connectivity problems and notifies appropriate responsible unit(s) based on findings.

• 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.

• Supports the use of audio-visual and media equipment usually in a conference room setting.

• Assists with the hardware maintenance of printers and scanners, which may include cleaning, or the replacing of worn-out or missing parts.

• Maintains records and supplies, which may include technology inventory, counts of users, status of equipment and software checked out, maintenance parts in inventory, etc.

• Provides mentoring and guidance for the group’s student employees.

• Advises customers on standard tools and combinations of tools that are available to meet specific needs.

• Participate in projects to develop and improve routine procedures and documentation.

• Develops and delivers instructional short courses or documentation on the use of supported technology products, and provides personalized instruction one-on-one to meet specialized needs.

• Collaborates and teams with others on a variety of projects related to the basic assignment.

• Drives Arizona State University leased, owned or rented vehicles and carts to various ASU locations to perform work.

Minimum Qualifications

Bachelor's degree in technology or related field; OR,Four years experience providing information technology services; OR,Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to six months of experience.

Desired Qualifications

• Experience in offering customer service.

• Experience installing, maintaining and troubleshooting computer hardware and software.

• Experience in the realm of information security to include prevention, identification, and remediation of both potential security weaknesses and any actual incidents that may occur.

• Experience working with all types of mobile devices including laptops, tablets and phones.

• Experience working with a sense of urgency in all matters but especially regarding security issues.

• Experience working in a team environment.

• Experience working with diverse user populations.

• Evidence of effective verbal and written communication skills.

• Experience with imaging, configuring, and deploying secure Windows and Mac systems in an enterprise environment.

• Experience with Microsoft Active Directory and Group Policy.

• Experience with Microsoft System Center Configuration Manager (SCCM).

• Experience with JAMF Pro (formerly Casper).

• Experience troubleshooting technical problems and providing easy to understand solutions for end users

Working Environment

• Ability to clearly communicate verbally, read, write, see and hear to perform essential functions

• Activities are performed in an environmentally controlled office setting

• Use of software and computer equipment (monitor, keyboard, mouse) for extended periods of time

• Use office equipment, i.e. printers, copiers, fax machines, telephones, calculator

• Ability to lift and transport 50 pounds

• Frequent bending, reaching, lifting, pushing and pulling up to 50 pounds

• Required to stand for varying lengths of time and walk moderate distances to perform work

• Regular activities require ability to quickly change priorities which may include and/or are subject to resolution of conflicts

• Deliver presentations

• Use an ASU or personal vehicle to travel to different campuses

• Use basic math

• Use critical thinking to make decisions and/or analyze and report data/results of tests conducted

• Communicate to perform essential functions

Department Statement

At the pulse of health, the College of Health Solutions is dedicated to developing the health workforce of the future. We're equipping students to influence healthier lifestyle choices; develop creative interventions to improve the health of people and populations; analyze and translate large amounts of health data into solutions; maximize the technology, science, business and application of diagnostics; and address the critical and complex needs of the health care system. The college’s programmatic focus is on behavioral health, biomedical diagnostics, biomedical informatics, executive education, exercise science, health promotion, health sciences, kinesiology, medical studies, nutrition, public health, the science of health care delivery, and speech and hearing science.

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 90,000 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.

Employment Verification Statement

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.