Helpdesk Network Analyst

Position Reports to: Director of IT for Operations & Manager Technical Services 

Fundamental Objectives of this position:

The Helpdesk Network Analyst will use systems analysis techniques and procedures to determine hardware, software, and system functionality.  This position is responsible for oversight of IT Helpdesk, desktop support, customer service relations, management of student helpdesk assistants as well as network responsibilities in which include on-premises servers, backup and restore procedures, SAN Solution, MS O365 environment, print servers, MS Teams Telephony and VMWare server environment.   This position also upgrades hardware, software, network components including switches, servers, backup devices, prepares documentation and provides instructions as well as research necessary improvements to network resources and performs related work as required.

Essential responsibilities of the position: 

Helpdesk Responsibilities:

• Design, develop and document of computer systems and lab images for public and departmental labs. Design, document, test, and create new computer images.  This consists of helping keep the standard desktop image updated on a regular basis as determined by best practices.  Keep special departmental labs updated on a regular basis.
• Make use of system and network analysis techniques and procedures to assist with oversight Virtual Desktop Environment in support of campus computer labs. This includes oversight of lab images, working with faculty members in configuring and testing of departmental computer labs, and assisting others in training related to use of VMWare for this purpose.
• Consults directly with customers to resolve their problems accessing Mount Union's network services, desktop applications and computer equipment including peripherals. Calls to the Helpdesk are logged in accordance with procedures.
• Consults with users, while using systems analysis techniques to determine hardware, software or system functionality and requirements.
• Design, configure, test, and maintain desktop management environment with the use of MS Intune.
• Provides technical support and guidance for moderately complex issues, through Tier 1 & Tier 2 support and works with end users to resolve issues.
• Documenting processes and procedures to maintain a Helpdesk knowledge base.
• Troubleshoots and resolves problems with both Macintosh and Windows computer systems, including troubleshooting hardware and software, e-mail, network, and peripheral equipment problems; makes repairs and corrections where required.
• Assist with the inventory and tracking of Mount Union’s technology assets.
• Required to track detailed information about each customer’s service need in KACE.   This includes the documentation of diagnostic steps as troubleshooting is completed.  Extensive research is often required to find the correct solution. The staff member acts as a technical consultant in assisting computer users to resolve problems with equipment and data; instructing users on new or upgraded computer applications and hardware; works with the Helpdesk to facilitate exchange of information and advice.
• Assist with the management and organization of student workers.  This includes creating schedules, training,

• Be proficient with IT tracking system; monitor all work requests for timely resolutions; assist with completion of work requests where applicable.
• Assist in training student helpdesk personnel on use of technology to better support the campus community.

Network Analyst Responsibilities:

• Assist with design, development, analysis, maintenance, document, testing of campus network infrastructure. Maintain familiarity with all campus network infrastructure equipment and related software, including firewalls, switches, routers, wireless access points, etc. and assist with network electronics setup, configuration, and maintenance.
• Assist with development, maintenance, document, testing of server backup and disaster recovery environments.  Including restore testing monthly.
• Maintain familiarity with all campus server operating systems. Keep oversight of roll out of new server operating systems. Setup, configure and maintain all network servers.

• Assist with installs, configures, and upgrades server hardware, operating systems and software, using initiative and independent judgment within established guidelines and procedures.
• Assist with responsibilities around campus telephony.        Assist with oversight MS Teams for VOIP solution. Help support analog and cellular campus telephone devices (such as blue light phones, elevator phones, direct lines and faxes.        This includes support of AudioCodes devices and environment.
• Assist with oversight of network printing for campus wide printers and copiers.
• Assist with administering of faculty, staff, student, guests, special guest, and shared computing accounts (network and email) when necessary.
• Become familiarity with IP addressing, DHCP and DNS.  Perform routine updates and troubleshooting of DHCP and DNS systems.

• Assist with configuration and support of GIS and underground infrastructure documentation.
• Assist with installation, configuration and maintenance of door readers, digital door signage, lab images, network printers, and other technologies as assigned.

• Aid in the support of systems related to other departments.        I.E. Card system, Fire Alarm, HVAC as it relates to connection to Mount Union data network.

Job Competencies:

• Organizing own work, setting priorities, and meeting critical time deadlines; and communicating   effectively with co-workers, superiors, campus community as well as campus community guests.
• Support and assist student workers in carrying out their tasks and responsibilities.
• Will carry out other duties as required in consultation with Director of IT for Operations, Manager of Technical Services and the Executive Director of Information Technology and Chief Information Officer.
• Support evening events that require technical assistance such as monthly faculty meetings, Admissions events, etc.

• Be proficient with internal problem tracking system; monitor all work requests for timely resolutions; assist with completion of work requests where applicable.
• Perform analyst and judgement outside established protocols. Provide timely status updates to supervisor and highlighting potential issues/problems.
• Translate broad project scope and goals into detailed work plan with tasks, accountabilities, dependencies, milestones, and deadlines; monitors project plans to ensure progress.
• Balance multiple priorities and respond to day-to-day problems while maintaining progress on regularly scheduled project work. Take personal responsibility for quality and timeliness of results for projects and tasks.
• Keep abreast of new technology in the IT field.
• Effectively deliver informational and decision seeking presentation to technical and functional groups.
• Effectively prioritizes and handles multiple concurrent activities assist teams in planning and estimating techniques for various activities.

Knowledge, Skills, Abilities and Worker Characteristics:

• Excellent organizational, analytical and communication skills, including demonstrated ability to assess, evaluate and implement organizational initiatives.   The ability to communicate effectively with a demanding and diverse clientele.

• Excellent administrative and interpersonal skills, especially demonstrated in working with faculty, students and staff. Work effectively with co-workers and with limited oversight.
• An understanding of how technology will enable Mount Union to meet its overall education objectives.

• An understanding of helpdesk operations, desktop components, printers, networking infrastructure, switches and routers, wireless networking, current computer applications, MS Exchange, MS Azure, and MS Active Directory.

• Communicate effectively, orally and in writing, with technical and non-technical users to elicit information necessary to resolve problems and maintain servers and systems.
• Manage time and resources and effectively balance multiple priorities.
• Assess, evaluate, and implement organizational initiatives.  The ability to communicate effectively with demanding and diverse clientele.
• Analyze situations, reason logically and creatively identify problems, draw valid conclusions, and develop effective solutions.

Minimum Requirements:

Bachelor's degree in information systems or computer science and/or significant experience is preferred.  Experience should include design and development of network infrastructure.   Maintain and provide support for multiple moderately complex systems.  Implementing server hardware and software based on best practices, data and security protocols; performing analysis and judgement outside established protocols maintain requirements based on business requirements and working with limited oversight.

 Desirable attributes include excellent oral and written communication skills, customer service orientation, interpersonal and organizational skills, ability, and enthusiasm to learn new systems, techniques, and procedures.   

This position is required to complete assigned University compliancy training as communicated by        

the University.

The specific statements shown in each section of this description are not intended to be all inclusive.  They represent typical elements and criteria necessary to successfully perform the job.  When requested, reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

The University of Mount Union is an equal opportunity employer. The University prohibits discrimination on the basis of race, gender, gender identity or expression, sex, sexual orientation, religion, age, color, creed, national or ethnic origin, veteran status, marital or parental status, pregnancy, disability, or genetic information in student admissions, financial aid, educational or athletic programs, or employment as now or may hereafter be required by university policy and federal or state law.