IT Technical Support Analyst

Overview

The Technical Support Analyst will support the daily technical performance for customers across USU’s main campus and sites located throughout the state of Utah. Provide technical support to customers via telephone, email, in-person and other electronic means. Consult with customers to determine hardware, software or other functional computer specifications to meet the customers technology needs, including desktops, laptops, printers, handheld devices, and software. Maintain accurate documentation of support requests and actions taken to ensure timely and accurate issue resolution.To comply with PCI Data Security Standards and regulations, this position is contingent upon the successful completion of a credit and background check.

Responsibilities

• Support the daily technical performance for assigned Support Agreements (SA). Provide analysis, documentation, support and testing based on or related to a customer or technical specification. Work with a variety of customers across USU’s main campus and throughout USU’s Extension and Distance Education sites, providing desktop support and maintenance, while ensuring all computers meet device compliance requirements. Work proactively with customers to determine hardware, software and other technical needs. 
• Consult with clients to better understand their work and advise on what IT tools, platforms and processes could best support their business objectives. 
• A portion of an Analysts time will be devoted to customer support via the telephone. Each Analyst will have a designated telephone support schedule. 
• Document all customer service requests and interactions through the online ticketing system. 
• Create and update online support documentation utilizing the specified online tools, procedures and identify areas of improvement.
• Provide in-person on site support to clients.
• Provide friendly, accurate and dependable support to all customers while providing follow-up with customers to ensure their satisfaction with the services and solutions rendered.
• Create a positive, inviting work environment, creating a level of trust among colleagues.
• Build relationships of trust among team members, including all teams within Information Technology, and colleagues throughout the University.
• Adhere to the USU IT Core Competencies.
• Other duties as assigned.

Qualifications

Minimum Qualifications:

• Four years combination of experience/education including two years desktop support experience along with two years in a customer service environment (as part of the four years).
• This position is 100% in person. Not eligible for remote work.
• Due to the nature of this work, US Citizenship is required.

Preferred Qualifications:

• Professional hands-on experience supporting Windows, Macintosh and/or Linux based software and hardware.
• Experience supporting computer devices with enterprise device management systems such as Intune and Jamf.
• Bachelor’s degree in Business Information System (BIS), Computer Science (CS), or related field; or an Associate’s degree or certification plus 2 years of IT related work experience

Knowledge, Skills, and Abilities:

• Ability to be a positive team player while working in a team environment.
• Excellent customer service skills.
• Excellent communication skills both verbal and written.
• Ability to work with limited supervision.
• Excellent problem-solving skills.

Required Documents

Along with the online application, please attach:

 

1. Resume to be uploaded at the beginning of your application in the Candidate Profile under “Resume/CV” 

2. Cover letter to be typed/pasted at the end of your application 

 

**Document size may not exceed 10 MB.**

Advertised Salary

Commensurate based on experience, plus excellent benefits

ADA

Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions. This position requires moderate physical activity, including the handling of objects up to 25 pounds and/or standing or walking at times throughout the day.

University Highlights

Founded in 1888, Utah State University is Utah’s premier land-grant, public service university. As an R1 research institution, Utah State is dedicated to advancing knowledge and serving the public good through innovative research and scholarly activities that are grounded in reciprocal engagement with local, regional, and global communities. USU prepares students to be active, civically engaged leaders who are prepared to address critical s