IT Support Analyst

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:

• Strong team player, excellent communication skills both written and verbal with a positive focus toward user experience. Ability to interact with a diverse population to resolve incidents and requests.
• Understands and values technology, keeps pace with industry practices, is eager to embrace emerging technologies.
• Proficient with the Administration of Microsoft System Center Configuration Manager, and VMWare virtual desktop.
• Familiar with Active Directory.
• Proficient with Windows 10, 11, and macOS as well as Office 365.
• Strong technical aptitude with analytical, problem-solving, and troubleshooting skills.
• Able to identify problems, use good judgment, prioritize, take action, and provide solutions.
• Takes initiative without being prompted; utilizes strategic and innovative thinking.

Qualifications:

• Associate’s Degree or vocational preparation in Computer Science or Computer Information Systems is required. Bachelor’s Degree Preferred.
• Relevant work experience in a technical support call center. Prior experience in an educational environment, preferably Higher Ed
• Valid driver’s license and the ability to pass a background check.
• A personal smartphone with an active data, call, and text plan is required for work-related communications.

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.