Computer Support Analyst III and Team Lead – Computing and Technology Services (CTS)

Salary:                     $60,000 annual salary
Benefits:                  The University offers generous benefits including paid time off (holidays, holy days and vacation), employer matching contributions to the retirement plan, and tuition benefits for employees and their eligible dependents. Learn more and explore benefits at www.duq.edu/benefits
Location:                   CTS on premise
Position Status:        Full-time (35 hours per week)                                           
Hours:                      Generally Monday through Friday, 8:30 a.m. – 4:30 p.m., but may vary based on operational need.
Position Number:       440518/10-1172               
FLSA Status:             Exempt

POSITION SUMMARY:

The Computer Support Analyst III / Team Lead provides exemplary, high‑level deskside support to the University community while serving as a technical and operational leader within the Technical Services team. This role supports daily team operations and provides leadership coverage, particularly in the absence of the Manager of Technical Services. The Team Lead handles many of the more complex incidents and requests, mentors and guides the other Support Analysts, ensures adherence to service standards, and helps manage workload distribution through the ticketing system.

The position collaborates closely with CTS leadership, Endpoint Engineering, Information Security, and Tech Sales to improve support processes, documentation, and service delivery overall. Responsibilities include contributing to the evaluation and deployment of endpoint management tools, supporting campus‑wide technology refresh planning, maintaining compliant desktop standards and images, and performing administrative functions within desktop management platforms. The Team Lead is also responsible for developing and maintaining procedural and knowledge documentation, monitoring incident trends—particularly those related to security and access—and proactively working with Endpoint Engineering and the Manager of Technical Service on improving the reliability, security, and supportability of endpoint technologies.

DUTIES AND RESPONSIBILITIES:

Provides exemplary tier-III technical on-premise support directly to VIPs, departments, and users of computing resources across campus. This will require exceptional customer service in person, via phone, and with the utilization of remote tools as appropriate.  The Computer Support Analyst III Team Lead will be a consultant, trainer, and implementor of new computer hardware and software deployment strategies and services across the institution.

Monitors, coordinates, and distributes service tickets, serves as the secondary escalation point for complex technical issues related to endpoint operation’s supported services, and assists with a timely resolution in accordance with service level expectations, prioritizing support requests based on urgency and impact.

Collaborates with departmental and tech partner teams to resolve cross-functional issues and to assist at bringing the plans and projects of the endpoint teams to fruition. 

Works with desktop engineering for maintaining asset inventory, assists with lifecycle management of IT equipment, ensures compliance with organizational policies, security standards, and university support standards, and produces actionable reports that are relevant for edge computing compliance and replacement.

Serves as a functioning member of the Security Incident Response team, providing key support information for effective and efficient response during a technology security event.

Provides mentorship, leadership, guidance, and technical expertise to Support Analysts while assisting with complex technical issues, coordinating workloads and maintaining service standards.

Provides onboarding for new Support Analysts I’s and II’s in terms of technical training/shadowing, customer service best practices, operational responsibilities broadly, and overall expectations.
Completes other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Supervises student employees only, and advises technical staff.

Guides work of others who perform the same work. May organize, set priorities, schedule and review work, but has no responsibility to hire, terminate, or make pay decisions.  The position will assist in reviewing performance and technical acuity of staff and help advise management of shortfalls and extraordinary performance.

REQUIREMENTS:

Minimum qualifications:

Bachelor’s degree in computer science or computer information systems from an accredited educational institution.