What are the responsibilities and job description for the IT Support Analyst position at Baldwin Wallace University?
Job Description
Job Description
IT Support Analyst
Department / Division : Information Technology
Title : IT Support Analyst
Status : Full-time, exempt
Schedule : M-F, 8 : 30 a.m. to 5 : 00 p.m.
Job Summary : The IT Support Analyst will provide first-tier and second-tier support to a diverse population of students, faculty, and staff. This individual is part of the Client Services team and serves as one of the initial points of contact for troubleshooting all IT-related issues, including hardware, software, passwords, campus printing and network access. They are responsible for following and making recommendations to methods, policy, procedures, and work-flow plans. This position is located at 20 Beech Street and reports to the Director of Client Services.
Job Duties and Responsibilities : The following outlines the primary functions of the position and is not to be considered a detailed description of all inherent duties.
- Provide direct support to users requesting assistance with various devices, software utilization, campus printing and network connectivity.
- Answer support desk phone calls and provide walk-in support.
- Create, manage, install, and deploy computer images and software packages using Microsoft System Center Configuration Manager.
- Prepare, install, update and deploy virtual desktops and software packages using a virtualization solution such as VMware.
- Email support : reset passwords, unlock accounts, create mailboxes and user accounts.
- Use remote access software to diagnose or assist users with problems.
- Troubleshoot and configure hardware, software, mobile devices, encryption, cloud storage and internet browser issues.
- Accurately record, update, and document incidents and requests into campus ITSM system and employ appropriate escalation procedures for unresolved tickets for timely and successful resolution.
- Assist in maintaining a comprehensive knowledge base of user guides by ensuring that all necessary documentation exists and is up-to-date.
- Create documentation, training videos and participate in cross-training with other staff members.
- Assist with the hiring, training and mentoring of student assistants.
- Assist with monitoring critical support issues during off-hours, swiftly acting on trouble or service outage situations. Provide on-call support and staffing for special events as needed.
- Perform other duties as requested by the Director of Client Services, and CIO.
Required Knowledge, Skills, & Abilities :
Qualifications :
Working Conditions and Physical Effort : Work is normally performed in a typical interior / office work environment. Must be able to lift and carry computer workstations and monitors a short distance. Must be able to work in an environment where a service animal is present.
Compensation : A competitive wage plus a comprehensive benefits package that includes health and dental insurance, 12 days paid sick leave, 4 weeks paid vacation, 18 paid holidays, employer-paid long and short-term disability, 403(B) retirement plan, employer-paid life insurance, and tuition remission benefits for the employee, spouse, and dependent children.
How to Apply : Review of complete applications will begin immediately and continue until the position is filled. Candidates should submit a resume and cover letter via the To Apply link on BW’s Employment & Careers webpage : http : / / www.bw.edu / employment.
Baldwin Wallace University is an EEO / AA employer and educator. At BW, we support and encourage diversity in a variety of forms. We value and appreciate inclusive excellence in the classroom, within extracurricular activities, and we engage our community partners. Learn more at : www.bw.edu / about / diversity.
