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Systems Support Analyst

Company: Arizona State University
Location: Tempe
Posted on: April 5, 2021

Job Description:

Systems Support Specialist(IT)66540BR
Campus: Downtown Phoenix
Job DescriptionASU is the largest state university and has for 6 years in a row been recognized by US News and World Report as the most innovative university. The University Technology Office, (UTO) helps ASU create and maintain innovative technology solutions and services that advance learning and discovery at the University and is at the forefront of developing IT platforms and tools that add value to the student experience.
UTO Desktop Services is seeking a Systems Support Specialist. As part of the UTO, this position provides endpoint support to students, faculty and staff by utilizing hardware, software and troubleshooting expertise. In addition, the role provides end user consultations and helps generate proactive solutions for a variety of information technology needs. This position has a strong emphasis on remote support and customer service. As with everyone in the UTO family, culture and communications are core responsibilities in this role.Responsible for software analysis, design, development, documentation, defect resolution, and implementation of Integrations and APIs using MuleSoft Anypoint Platform, AWS Integration Technologies, and associated software applications.
This position will have a strong emphasis on integrating with the Salesforce CRM platform. Types of integrations range from moving data to and from the Salesforce platform utilizing various source systems within the university, as well as the maintenance of existing applications and services.
While the work is heavily MuleSoft focused, it is not an exclusive MuleSoft developer position as we are embracing AWS and other technology platforms.
As with everyone in the UTO family, culture and communications are core responsibilities in this role.
Salary Range$42,300 per year
Close Date02-April-2021
Category02
Essential Duties

  • Takes responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in UTO/ASU events and programs
  • Resolves, escalates, and monitors the status of IT support requests from students, staff, and faculty via chat, phone, email, tickets, etc.
  • Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders in accordance with established policy
  • Routinely collaborates and cross-trains with our help desk and email support teams in a dynamic service environment
  • Creates, updates, and maintains technical documentation and provides feedback for process improvement
  • Supports multi-platform computer systems, peripherals, and mobile devices in accordance with department policy
  • Troubleshoots hardware and software issues by performing a variety of diagnostic procedures to identify and implement appropriate corrective measures
  • Provides software application assistance to end users as requested; replicates errors, configures settings of computers, printers, etc.
  • Deploys software remotely via JAMF and SCCM in accordance with UTO standards and licensing
  • Traces and troubleshoots network connectivity problems; escalating to appropriate support departments as warranted
  • Develops and applies standard computer images with authorized software to computers to ensure a standard user experience
  • Installs and/or replaces hardware and associated devices including, but not limited to: network cards, RAM and internal/external storage drives
  • Refers warranty hardware problems to vendor for resolution via phone, online, or in person
  • Actively participates in deployment and relocation of computers and associated peripheral equipment as required
  • Maintains inventory of all laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards
  • Provides consultation on both hardware and software purchases
    Minimum QualificationsAssociate's degree in Information Technology or closely related field and two (2) years experience providing first level desktop diagnostic and trouble-shooting support, OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
    Desired Qualifications
    • Demonstrated knowledge of effective troubleshooting process and ability to implement creative solutions remotely and in person
    • Experience providing technical customer service to a diverse customer base, preferably in an educational setting or similar environment
    • Experience providing IT support via chat, phone, ticket, and in person support channels
    • Experience routing support requests to appropriate groups and collaborating with other teams to identify/implement solutions
    • Experience in identifying support improvement opportunities and to implement technology based solutions that improve user effectiveness and prevent future issues
    • Experience planning, implementing small scale projects by expected deadlines
    • Functional knowledge of SCCM, JAMF, ServiceNow and other relevant enterprise support technologies
    • Experience supporting end users and A/V equipment for audio and video conferencing
    • Experience supporting standardized lab and technology spaces
    • Experience troubleshooting computer hardware, software, peripherals, printers, and other common office technologies
    • Experience supporting Windows 10 and Mac operating systems
    • Experience supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail and file storage solutions such as dropbox, one-drive, google drive.
    • Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless
    • Experience in working independently with limited oversight as well as part of team
    • Evidence of effective communication skills with both technical and nontechnical customers - written and verbal
    • Experience training end users on technology use and best practices
    • Experience mentoring fellow technologists towards better customer service and technical skills
    • Experience in modeling empathy, compassion and emotional intelligence
    • Experience hiring in a values-led organization, emphasizing diversity, equity, inclusion and belonging
    • Experience in helping foster a safe psychological space for all teammates where everyone can thrive
    • Experience in stimulating changes in individual, institutional, and corporate behaviors to create a more sustainable environment
    • Experience in leading by example in communicating, participating and encouraging support of the institution's sustainability programs
      Working EnvironmentActivities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 50 pounds; regularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipment. Regular review of completed tasks.
      --- Department StatementThe University Technology Office (UTO) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicant must be eligible to work in the United States; ASU UTO will not be a sponsor for this position.

Keywords: Arizona State University, Tempe , Systems Support Analyst, Professions , Tempe, Arizona

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