Technology & Systems Analyst

Organizational Unit

This unit provides all of the information technology and general educational laboratory and research support for USF College of Engineering. This role directly interacts with students, faculty, staff, visitors, prospective students, and the general community. The analyst must administer more than 10 major software packages for educational and research use. This unit works primarily on the educational and research support aspects that USF Informational Technologies does not support including specialized educational laboratories, major research equipment support, safety, and special projects unique to the College research and educational goals.

Position Summary
The responsibilities of this position are to organize the day to day technology support operations as well as serving as a team lead in the IT aspects of the TSS department. The duties include managing the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and metric targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management. Technology support will include all facets of hardware and software acquisition, licensing, installation, support, configuration and troubleshooting. Responsibilities extend to maintaining a supply of components, parts, and hardware used in the repair of equipment.

• Serves the College with the day to-day planning, operation, and problem-solving of the College specific IT related aspects of the TSS service desk. This includes direct communication and interaction with faculty, staff, and students. Comfort with these interactions and clear communication skills are critical.
• Provide effective laboratory management, configuration, deployment, and troubleshooting on any/all of the following: hardware, software, peripherals, Labview, Matlab, Ansys, Solidworks, Arena, Minitab, Cadence, Codewarrior and other specialized classroom and research specialized software which the College faculty use for teaching and research. Serves as the College's technical liaison to these software companies to include billing and invoicing. Assists departmental chairmen and faculty leads with the purchasing and licensing of the major software packages.
• Application Support: This position is expected to provide support for technology systems used by the departments in the College. This includes troubleshooting and resolving incidents; identifying recurring problems, and resolving the root causes of these problems. Use of appropriate change management processes are required to ensure changes made to systems are result in the least disruption to the users of the systems. Analyzes and solves technical problems related to complex computer applications and systems for faculty, staff, and/or students within the unit; provides a wide range of in-depth technical assistance and guidance to TSS unit support staff. Interact regularly with 3D manufacturing technology such as fused filament deposition (FDM) 3D printers, powder 3D printers, and desktop milling machines.  May be required to use chemicals to develop, repair, and strengthen these models.
• Plan and maintain specialized laboratory desktop imaging to ensure the workstation, tools and software are functioning and highly available to faculty, staff and students.
• Provide assistance with technology requirements in classrooms, conference rooms, and other remote locations including, but not limited to, setting up laptops, projectors, network and internet access, wireless microphones, video recording, and telepresence systems.
• Mentor the TSS team to ensure agents are trained and have the appropriate knowledge to provide high quality customer service. Provide successful and timely resolution of customer issues and demonstrate a commitment to customer service in all situations. This includes communicating current network threats and proper IT security protocol to staff.
• Works closely with peers in the USF Information Technologies and Research Computing units to insure the major software tools used by faculty, staff and students are configured, licensed and implemented on University supported systems.
• Perform PC and Macintosh Configuration, installation, and imaging throughout all of the USF College of Engineering in the instances where USF Information Technologies does not support the activity. Performs miscellaneous information technology support duties as required to meet the needs of the unit. Trouble shoot basic networking, login errors, configuration of specialized drivers for analytical tools.  Minor component troubleshooting such as id