Systems Support Analyst (IT) at ASU Gammage · Off-Campu…

Summary: Arizona State University is the largest state university and has been recognized as the most innovative university for the last 11 years. They are seeking a Systems Support Analyst to provide endpoint support to faculty and staff, ensuring effective operations through technical troubleshooting and customer service. Responsibilities: - Perform onsite deskside, endpoint, and shared space support tasks including: desktop, laptop, mobile device, and A/V support; software installation, updates, and support; ASU email (Outlook, Gmail) and MS Office suite support; printer configuration; network connection setup and troubleshooting; Operating system (Windows, Mac, and Mobile) installation, update, and support - Utilize endpoint management tools (JAMF, SCCM, Active Directory, Group Policy, etc.) - Be capable of keeping a flexible work schedule, possibly consisting of days, nights, and weekends, and possibly on a rotating schedule, as required. On-call work may be required as well - Support meetings and events: A/V planning, setup, and configuration; video conferencing (Zoom, Skype, etc.) - Support and use the Event Management System to schedule and plan the support of events, classes, and meetings - Liaise with other ASU and ETS departments regarding deskside, network, security, maintenance, and other third-party vendors to ensure distribution of outage information and ensure escalated problem resolution - Research, troubleshoot, and resolve issues while establishing proactive methods for preventing future issues before they arise - Provide excellent customer service and establish trusted relationships with team members, location staff, and visitors - Write and update technical documentation and asset inventories; create user-facing instructional documentation - Support faculty, staff, affiliates, and guests, both in person and remotely via email, phone, or remote control apps - Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in ETS/ASU events and programs - Other duties as assigned Required Qualifications: - High School Diploma; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved - Perform onsite deskside, endpoint, and shared space support tasks including: desktop, laptop, mobile device, and A/V support; software installation, updates, and support; ASU email (Outlook, Gmail) and MS Office suite support; printer configuration; network connection setup and troubleshooting; Operating system (Windows, Mac, and Mobile) installation, update, and support - Utilize endpoint management tools (JAMF, SCCM, Active Directory, Group Policy, etc.) - Be capable of keeping a flexible work schedule, possibly consisting of days, nights, and weekends, and possibly on a rotating schedule, as required. On-call work may be required as well - Support meetings and events: A/V planning, setup, and configuration; video conferencing (Zoom, Skype, etc.) - Support and use the Event Management System to schedule and plan the support of events, classes, and meetings - Liaise with other ASU and ETS departments regarding deskside, network, security, maintenance, and other third-party vendors to ensure distribution of outage information and ensure escalated problem resolution - Research, troubleshoot, and resolve issues while establishing proactive methods for preventing future issues before they arise - Provide excellent customer service and establish trusted relationships with team members, location staff, and visitors - Write and update technical documentation and asset inventories; create user-facing instructional documentation - Support faculty, staff, affiliates, and guests, both in person and remotely via email, phone, or remote control apps - Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in ETS/ASU events and programs - Other duties as assigned - Work in an office Setting and use office equipment (i.e., computers, printers, copiers, calculators, telephones) - Sit or stand for extended periods of time, travel moderate distances to perform work, use hands/fingers for repetitive motions - Bending and moving under and around desks and furniture to access equipment - Communicate orally and in writing - Read-interpret written and oral instructions/directions - May require lifting of items weighing up to 40 lbs Preferred Qualifications: - Ability to model empathy, compassion and emotional intelligence - Experience hiring in a values-led organization, emphasizing diversity, equity, inclusion and belonging - Ability to help foster a safe psychological space for all teammates where everyone can thrive - Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment - Ability to lead by example in communicating, participating and encouraging support of the institution's sustainability programs - Possession of a strong work ethic focused on proactivity, with a friendly and respectful countenance - Ability to maintain a flexible schedule in order to support night and weekend events - Strong knowledge of cross-platform technical troubleshooting - Experience with Active Directory, SCCM and JAMF - Working knowledge of event and conference room support: A/V technologies; mic, speaker, and camera placement; video conferencing technologies and recording - Experience with fostering and maintaining customer partnerships - Experience with remote support tools - Experience with mass computer deployment in an enterprise environment - Extensive knowledge of Dell and Apple devices - Experience using an inventory management system to track equipment - Working knowledge of network file shares and network printers - Strong knowledge to resolve hardware and software problems - Identifies problem sources and methods of solution - Network Print Server Configuration Setup and Troubleshooting - Configuring and using Outlook client in an Exchange environment - Troubleshooting network - PC Image Deployment and Testing - Basic Project Management (Organize and schedule tasks, prioritize) - Creating and writing kb articles, policies and standards - Presenting in Groups and Training Staff; VPN Secure Connection configuration - Working knowledge of server-client model in enterprise environment - Ability to communicate technical concepts to technical and non-technical users Required Skills: Technical troubleshooting, Endpoint support, Active Directory, A/V support Important Skills: SCCM, JAMF, Remote support tools, Dell, Apple devices, Network troubleshooting Nice-to-Have Skills: Customer service, Technical documentation, Communication skills, Problem-solving, Team collaboration