Technical Support Analyst

Details

Open Date 03/10/2025

Requisition Number PRN41344B

Job Title Technical Support Analyst

Working Title Technical Support Analyst

Job Grade E

FLSA Code Computer Employee

Patient Sensitive Job Code? No

Standard Hours per Week 40

Full Time or Part Time? Full Time

Shift Day

Work Schedule Summary

Monday-Friday between 8am and 6pm

Some evenings and weekends may be required.

VP Area Academic Affairs

Department 00790 - Marriott Library - Operations

Location Campus

City Salt Lake City, UT

Type of Recruitment External Posting

Pay Rate Range $50,000 to $55,000

Close Date 04/21/2025

Priority Review Date (Note - Posting may close at any time) 03/19/2025

Job Summary

Provides front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals across multiple platforms, including macOS, iPadOS, and Windows operating systems. Also responsible for responding to, documenting, and resolving service tickets in a timely manner. Duties also include ordering, configuring, inventorying and deploying systems throughout the Library and external supported locations as well as providing IT support for emerging technologies.

Must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT teams or staff members.

The Support Analyst will also perform root cause analysis, resolve typical problems, and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, and audio-visual equipment. This position may require independent work, sharing information across multiple departments, and assisting other IT professionals as well as staff and faculty with their work.

This position is required to work on campus full-time. Telecommuting will only be authorized for occasional/exceptional circumstances.

We seek qualified applicants who bring perspectives and experiences that will enrich and strengthen our organization and enhance our commitment to access and belonging. We welcome applications from candidates of all backgrounds, including those who may not have followed a traditional educational or professional path.

The University will not sponsor a work visa for this position.

Responsibilities

This position will work closely with Student Computing Services ( SCS ) and other members of Client Platform Services ( CPS ) to provide a wide range of IT related services. These services include triage of problem tickets submitted by students, faculty, and staff, investigating technical issues, deployment of systems, assisting with software related problems, and helping Library staff with technology training. This position will also assist with medium to long range projects, such as building software packages, JAMF and SCCM implementation, and integrating technology services.

Minimum Qualifications

An associate degree in a related area or equivalency (one year of education can be substituted for two years of related work experience) and 2-5 years of experience in the field or in a related area.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences

Continuously demonstrated ability to troubleshoot the root cause of and resolve complex issues individually and through teamwork. Excellent knowledge of both Windows and Mac operating systems, which use JAMF and SCCM in managed environments. Ability to build/install software packages, work with multi-platform hardware systems, and programming/scripting experience would be helpful.

The duties, qualifications, and preferences listed in this posting are intended to give applicants an understanding of the role we are seeking to fill and the types of skills, experience, and education that may have prepared someone to be effective in this role. We do not expect any candidate to be a perfect match for this list or to perform all of the duties with equal proficiency on day one. In your resume and cover letter, please highlight the most relevant qualifications you would bring to this position based on the posting, and tell us how your background, perspective, and experience will help us fulfill our mission and meet our goals.

Type Benefited Staff

Special Instructions Summary

A ll applications received by March 19, 2025 will receive full consideration.

This is a local recruitment. Out of area candidates will be responsible for travel costs for final in-person interviews and for moving costs, if selected. The candidate will also need to be available to travel to Salt Lake City within 5-7 days of notice for final in-person interviews.

When prompted to do so, please upload three (3) professional references.

A cover letter is not required, but you may attach one as an optional document.

Additional Information

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.

All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action ( OEO /AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/

Online reports may be submitted at oeo.utah.edu

https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.