What are the responsibilities and job description for the Computer Support Analyst I - Computer Technology Services position at Duquesne University?
Computer Support Analyst I - Computer Technology ServicesSalary : Commensurate with experience Benefits : Generousbenefits include paid time off including holidays and vacation, retirementmatch, and tuition remission for employee and dependents. Details at www.duq.edu / benefits Location : Shared Services Position Status : Full-time Hours : Varied Position Number : 440504 / 10-009 FLSA Status : ExemptPOSITION SUMMARY : The Support Analyst I's primary responsibility is to excellently support thetechnology requests and incidents of the university staff. The Support AnalystI will configure, deploy, and provision University owned edge technology. The Support Analyst I will troubleshoot andresolve technical problems associated with edge software and hardware. The Support Analyst I will utilize CTS hostedmanagement tools to maintain campus desktop computer security and stability.The Support Analyst I will collaborate with other CTS teams to maintain enduser services. The Support Analyst I canbe called upon to support technology security incidents and serviceoutages. The Support Analyst I is acollaborative member of the Endpoint Operations team and participates inmultiple cross team project groups. TheSupport Analyst I will provide recommendations for purchase of edge technologyand stays current with the University standard specifications. The Support Analyst I will collaborate withthe campus computer store to maintain the highest affordable / supportablestandards in edge hardware and software technology specifications. The Support Analyst I is responsible formaintaining certifications associated with the repair and maintenance of edgetechnology. The Support Analyst I isrequired to be able to work independently and prioritize their work consistentwith the end user needs and the overall Technical Services workflow. The Support Analyst I will participate in thedevelopment and maintenance of procedural documentation associated with themanagement, deployment and security of edge technology. The Support Analyst I's focus is to bepro-active regarding software configuration and end user computer access andsecurity. The Support Analyst I willmake business smart recommendations regarding the implementation of technologyconfigurations to university departments.DUTIES ANDRESPONSIBILITIES : The Computer Support Analyst I will provide technical support directly todepartments and users of computing endpoint resources across campus. This willrequire exceptional customer service in person, via phone, and utilize remotetools as appropriate. The ComputerSupport Analyst I will be a consultant, trainer, and implementor of newcomputer hardware, software, and departmental services.The SupportAnalyst I will work with their supervisor to organize their priorities anddocument their efforts through the CTS problem incident, change management andproject tracking systems.The ComputerSupport Analyst I will work as a support services liaison to other CTS teams,such as Infrastructure, Information Systems, Information Security, and theComputer Store, and extended technology partners around campus. This role will be required to integrate theplans and projects of the Engineering team into technology landscape of ourtech partners areas. The ComputerSupport Analyst I will work with Endpoint Engineering for maintaining thecomprehensive edge technology asset information for the departments endpointcomputing systems. The producedactionable reports will be relevant for edge computing compliance andtechnology life cycle management.The ComputerSupport Analyst I will be an incident response member of the Security IncidentResponse team providing key edge support information and detailed remediationefforts for active PII and security threat responses during a technologysecurity event.The SupportAnalyst I will research new pertinent desktop support and deploymenttechnologies and services that support and promote automation and endpointdeployment efficiencies.Completes other duties as assigned.REQUIREMENTS : Minimum qualifications : Bachelor degree in computer science, computer information systems or a relatedfield.3-5 years ofrelated experience.Alternately, the successful candidate may possess any equivalent combination ofexperience and training, which provides the knowledge, skills and abilitiesrequired to perform the essential job functions. This includes, but is notlimited to, the following : Minimum of three years' experience deploying Windows and Apple computers in amanaged enterprise environment utilizing services such as Microsoft Manager,JAMF, Microsoft Deployment Toolkit and utilizing an Active Directory objectmanaged environment.Experience withIP address management, and desktop related network configurations andtopologies.Experience withmanaged printer and print server technologies.Experience withoperations and configurations Virtual technologies such as VWware and MicrosoftHyper-V.Experience with aMobile device management platform.Experience withdesktop security / PII software such as Sophos and Spirion. Performing the appropriate file and securityremediations produced by the software management portals.Experience withcloud-based technologies such as Azure, Azure Labs, Microsoft Cloud Managementgateway, and Hosted JAMF Pro.Commitment to the University's values of diversity, equity and inclusion, andrecognition of the importance of treating each individual with dignity andrespect consistent with the University's Mission. Demonstrated experience with, andunderstanding of, the broad diversity of the University community (students,faculty, staff and others).Ability to establish and maintain effective working relationships with theUniversity Community.Ability and willingness to contribute actively to the mission of the Universityand to respect the Spiritan Catholic identity of Duquesne University. Themission is implemented through a commitment to academic excellence, a spirit ofservice, moral and spiritual values, sensitivity to world concerns, and anecumenical campus community.APPLICATIONINSTRUCTIONS : Applicants are asked to submit a cover letter, resume, and contact informationfor three professional references. Catholic in its mission and ecumenical in spirit, Duquesne University valuesequality of opportunity as an educational institution and as an employer. Weaspire to attract and sustain a diverse faculty and staff that reflectscontemporary society, serves our academic goals and enriches our campuscommunity. We particularly encourage applications from members ofunderrepresented groups and support dual-career couples through our chartermembership in thisregion's HERC (http : / / www.hercjobs.org / oh-western-pa-wv / ). We invite applicants for this position to learn more about our university andits Spiritan heritage byvisiting http : / / www.duq.edu / about / mission-and-identity / mission-statement.Those invited to campus for an interview may be asked about ways in which theysee their talents contributing to the continued growth of our community andfurthering its mission. Duquesne University was founded in 1878 by its sponsoring religious community,the Congregation of the Holy Spirit. Duquesne University is Catholic inmission and ecumenical in spirit. Motivated by its Catholic identity,Duquesne values equality of opportunity both as an educational institution andas an employer.
