Senior Systems Support Analyst (IT)

Department Statement : ASU's Mary Lou Fulton College for Teaching and Learning Innovation creates knowledge, mobilizes people, and takes action to improve education. Nationally recognized as a leader in teacher preparation, leadership development and scholarly research, Mary Lou Fulton College for Teaching and Learning Innovation prepares over 8,000 educators annually. MLFC faculty create knowledge by drawing from a wide range of academic disciplines to gain insight into important questions about the process of learning, the practice of teaching and the effects of education policy. MLFC mobilizes people through bachelor's, master's and doctoral degree programs, through non-degree professional development programs and through socially embedded, multilateral community engagement. MLFC takes action by bringing people and ideas together to increase the capabilities of individual educators and the performance of education systems. Aligned with ASU's charter, MLFC is committed to advancing inclusive excellence in our curricula, programming and institutional relationships.Job Profile : IT Support Specialist 3Job Family : IT Support ServicesTime Type : Full timeMax Pay - Depends on experience : $76,000.00 USD AnnualJob Description : Salary Range : $55,100 - $76,000 per year; DOEArizona State University's Mary Lou Fulton College for Teaching and Learning Innovation (MLFC) is seeking a Senior Systems Support Analyst to provide a variety of technology support to our faculty, staff, and student workers, and management oversight of the support team.The Senior Systems Support Analyst 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 MLFC employees, collaborating on a variety of technical and non-technical projects, and coordinate with other ASU Enterprise Technology departments to ensure effective delivery of software and services. Mary Lou Fulton College for Teaching and Learning Innovation operates on both the Tempe and West Valley campuses. Campus assignment will be confirmed at time of employment based on the needs of the department and the candidate. Occasional travel to the alternate campus will be required.Essential Duties : Manage staff and student workers including hiring, training, and monitoring daily workReceives, 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 policyDevelops and applies standard computer images with authorized software to computers to ensure consistent configurations using OS deployment tools such as SCCM, JAMFInstalls 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 resolutionTroubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measuresManages the deployment, relocation, and return of computers and associated peripheral equipmentMaintains accurate inventory of all computers and peripheral equipment, and initiates requests for replacements to ensure availability in accordance with established policy and standardsMaintains accurate tracking of technology equipment identified for surplus, facilitates requests for pick-up of equipmentRefreshes computers for inventory or prepares for surplus using approved tools and following standard operating proceduresPerforms 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 findingsProvides application assistance to end user as requested; replicates errors, re-sets computers and printersConnects individual and networked devices to computers; performs initial connectivity test to ensure proper connectivityTraces and trouble-shoots network connectivity problems; notifies appropriate responsible unit(s) based on findingsSupports and troubleshoots audio-visual systemsProvides 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 requestedCross trains other areas on help desk related support issues Creates, updates, and maintains technical documentation for use within the group as well as outside entitiesDesired 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 scriptingExperience troubleshooting computer hardware and software issues (cross platform), and data recovery methodsExperience 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 stakeholdersExperience in working both independently and as part of a teamExperience in establishing, developing, and maintaining effective, cooperative working relationships both within and across organizational areasExperience in managing staff and student workers including hiring, training, monitoring daily work and when necessary, terminationWorking Environment : Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walkingFrequent physical demands may include stooping, bending, crawling under / around objects, reaching, lifting and pushing objects of varying weights up to 50 poundsRegularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipmentRegular review of completed tasksMinimum Qualifications : Bachelor's degree and five (5) years of experience appropriate to the area of assignment / field; OR, Any equivalent combination of experience and / or training from which comparable knowledge, skills and abilities have been achieved.Driving Requirement : Driving is not required for this position.Location : Campus : TempeFunding : No Federal FundingInstructions to ApplyCurrent Employees and Students should apply directly within Workday using the Jobs Hub. Use this link and log in using SSO : https : / / www.myworkday.com / asu / d / inst / 1$9925 / 9925$1105.htmldTo be considered, your application must include all of the following attachments : Cover letterResume / CVNote : Multiple documents can be submitted into the attachment box. Alternatively, merge all documents into one PDF for submission.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. NOTE : GA and Intern positions are counted as .5 for job experience (ie. 1 year equals 6 months experience equivalency). Only electronic applications are accepted for this position.Need help finding the right job?We can recommend jobs specifically for you! Create a custom Job Alert by selecting criteria that suit your career interests.Apply before midnight Arizona time : 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 100,000 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 https : / / wellness.asu.edu / explore-wellness / body / alcohol-and-drugs / tobacco Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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 In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU's Annual Security and Fire Safety Report is available online at https : / / www.asu.edu / police / PDFs / ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456. Relocation Assistance - For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https : / / cfo.asu.edu / az-resources.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 StatementThis position is considered safety / security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Salary : $55,100 - $76,000