Arizona State University’s Mary Lou Fulton Teachers College is seeking a Systems Support Analyst Sr. to provide a variety of technology support to our faculty, staff, and student workers, and management oversight of the support team.

The Systems Support Analyst Sr. position performs a variety of activities necessary to provide desktop and software application support to end users to ensure proper and effective operations. This position is responsible for the management of tech support staff, providing in-person and remote customer service to MLFTC employees, collaborate on a variety of technical and non-technical projects, and work coordinate with other ASU Enterprise Technology departments to ensure effective delivery of software and services.

Mary Lou Fulton Teachers College operates on the Tempe and West Valley campuses. This is an in-office position, travel will be required between campuses as needed.

Minimum Qualifications

Bachelor's degree in Information Technology or closely related field AND four (4) years experience providing diagnostic and trouble-shooting support in a client server, cross platform environment, OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved

Work 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.

Essential Duties

• Manage staff and student workers including hiring, training, and monitoring daily work
• 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
• Develops and applies standard computer images with authorized software to computers to ensure consistent configurations using OS deployment tools such as SCCM, JAMF
• Installs and/or replaces hardware and associated devices including, but not limited to: CD drives, network cards, hard-drives and removable disk drives; refers warranty hardware problems to vendor for resolution
• Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures
• Manages the deployment, relocation, and return of computers and associated peripheral equipment
• Maintains accurate inventory of all computers and peripheral equipment, and initiates requests for replacements to ensure availability in accordance with established policy and standards
• Maintains accurate tracking of technology equipment identified for surplus, facilitates requests for pick-up of equipment
• Refreshes computers for inventory or prepares for surplus using approved tools and following standard operating procedures
• Performs a variety of acceptance testing procedures of newly acquired hardware to ensure proper operations; tests all upgrades and/or 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
• Traces and trouble-shoots network connectivity problems; notifies appropriate responsible unit(s) based on findings
• Supports and troubleshoots audio-visual systems
• Provides consultation on both hardware and software purchases
• Creates, updates, and maintains technical documentation for use within the group as well as outside entities
• May perform routine server administration for specific servers as requested.
• Cross trains other areas on help desk related support issues
• Creates, updates, and maintains technical documentation for use within the group as well as outside entities

Desired Qualifications

• Thorough knowledge to resolve issues and problems, identifies trends; recommends alternative solutions to resolve problems
• Client Management software administration (e.g. SCCM, JAMF, Intune, ServiceNow)
• Knowledge of Active Directory group; NTFS File Permissions; Experience with TCP/IP, Ethernet, wireless
• Knowledge and management of group policies and PowerShell scripting
• Experience troubleshooting computer hardware and software issues (cross platform), and data recovery methods
• Experience utilizing support ticket tracking systems (e.g. ServiceNow, Salesforce)
• Experience working with a variety of operations systems (e.g. Windows, Mac, iOS, Android)
• Experience working with Microsoft Office 365 tools (Office Suite, SharePoint, Visio, Project) and Google Workspace tools (Docs, Sheets, Forms, etc.)
• Experience working with videoconferencing tools (Zoom, Zoom Rooms, Microsoft Teams, etc.)
• Experience providing customer service (e.g. in-person, by phone, and remotely)
• Experience of effective communication skills, including both written and verbal, and the ability to communicate with non-technical stakeholders
• Experience in working both independently and as part of a team
• Experience in establishing, developing, and maintaining effective, cooperative working relationships both within and across organizational areas

Experience in managing staff and student workers including hiring, training, monitoring daily work and when necessary, termination