Systems Support Analyst (IT) at EdPlus at… · 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. The Systems Support Analyst will provide endpoint support to faculty and staff, utilizing hardware, software, and troubleshooting expertise to ensure effective operations. 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