Senior Client Technologies Analyst, Tech Central

Located at one of our Southern California campuses, the Senior Client Technologies Analyst provides quality technology assistance, support, and training to faculty, staff, students, and other constituents of Pepperdine University.

Duties

• TRAINING AND SUPPORT:
  • Provides excellent customer service via phone calls, emails, tickets, and walk-ins and support to the students, faculty, and staff by providing solutions to technology challenges relating to the classroom or office environments.
  • Supports and maintains classroom technologies, including projectors, wall panel controls, Blu-ray players, cabling, and remotes.
  • Participates in migrations, office moves, major upgrades, and integration testing.
• RESEARCH AND ANALYSIS:
  • Research solutions to issues related to technical difficulties encountered by faculty, staff, and students.
  • Includes optimizing Operating Systems, resolving hardware conflicts, and process improvements.
  • Analyzes data from support requests (in-person, email, support ticket, etc.) to recommend and implement improvements to systems, documentation, training, or other services.
  • Attends product seminars and courses to broaden individual knowledge of hardware and software.
  • Evaluates new and emerging technologies and technology solutions for consideration within IT or the University.
• COMMUNICATION AND RELATIONSHIPS:
  • Represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
  • Develops and maintains strong partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success.
• ADMINISTRATION:
  • Reviews and submits regular paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices.
• COLLABORATION:
  • Provides backup support and assistance to other team members.
  • Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects.
  • Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
• PROFESSIONAL DEVELOPMENT:
  • Attends training sessions, vendor presentations, user group meetings, conferences, and seminars.
  • Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
• COMMITTEES AND BEYOND JOB DUTIES:
  • Volunteers to undertake tasks that stretch the employee's capabilities.
  • Serves on various committees within the Information Technology division.
  • Participates in external University committees.
  • Performs other related duties as assigned.
• UNIVERSITY MISSION:
  • Understands and supports the Christian mission of the University.
  • Upholds the University mission through team, location, atmosphere, and work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required:

• Bachelor’s degree in business or technology/computer science, or related field.
• Two (2) or more years of relevant work experience training end-users in hardware or software as well as classroom technologies.
• CompTIA A+ certification (or equivalent).
• Willing to work weekend and evening shifts on an as-needed basis.
• Must hold a valid driver's license (or have the ability to obtain one within three months of employment), and be insurable under University's standard auto insurance requirements.
• Demonstrates a working knowledge of basic hardware and software products.
• Demonstrates problem solving/troubleshooting skills.
• Advanced knowledge of working with computers and applications in a networked environment.

Preferred:

• Master's degree in business or technology/computer science, or related field, experience with networking, systems, and security.
• Strong technical skills in Information Technology.
• CompTIA Network+ certification (or equivalent).
• Excellent written and verbal communication skills.
• Excellent organizationa