Systems Support Analyst (IT)

75318BR

Off-Campus: Los Angeles

Systems Support Analyst (IT)

Job Description

As not only the largest state university but also, as recognized by US News and World Report, the most innovative for the last six years in a row, ASU is committed to maintaining the most dynamic and productive learning experience in all of higher education. As a member of the University Technology Office’s VIP support team located in Downtown Los Angeles, you will advance that commitment by supporting the technical needs of ASU staff, faculty, students, guests, and visitors, while proactively ensuring that the advanced technological offerings of the space are functional, understandable, and viable. A successful candidate for this position will possess advanced technical skills and a wealth of prior experience in the field, a strong motivation to find and solve problems, and a passion for working with and helping others thrive. As with everyone in the UTO family, our intentional focus on diversity, equity, inclusion and belonging as well as culture and communications are core responsibilities in this role. With an increased emphasis on authenticity, compassion, and inclusivity, this position strives to embody and advance our UTO Positive Core

Job Family

Information Technology

Department Name

Executive Support

Full-Time/Part-Time

Full-Time

VP Code

UNIV TECHNOLOGY OFFICE

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

$70,000 - $81,000 per year; DOE

Close Date

28-January-2022

Essential Duties

• 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, possibly on an on-call rotational schedule, as required.
• 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 UTO 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 UTO/ASU events and programs. Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment.  Advances our UTO Affirmative Pledge .
• Perform other duties as assigned

Minimum Qualifications

Bachelor’s degree in Information Technology or closely related AND four (4) years providing 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

• Ability to model empathy, compassion and emotional intelligence
• 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
• Experience in using a work ethic focused on proactivity, with a friendly and respectful countenance
• Experience in maintaining a flexible schedule in order to support night and weekend events
• Experience in identifying problem sources and methods of solution
• Experience in communicating technical concepts to technical and non-technical users
• Demonstrated knowledge of cross-platform technical troubleshooting
• Experience with Active Directory, SCCM and JAMF
• Demonstrated 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
• Demonstrated knowledge of Dell and Apple devices
• Experience using an inventory management system to track equipment
• Working knowledge of network file shares and network printers
• Ability to resolve hardware and software problems
• Demonstrated knowledge of network print server configuration, setup, and troubleshooting
• Experience with configuring and using Outlook clients in an Exchange environment
• Experience in troubleshooting networking issues
• Experience with PC image deployment and testing
• Experience in using basic Project Management skills (Organize and schedule tasks, prioritize)
• Experience creating and writing kb articles, policies and standards
• Experience with presenting in groups and training Staff

Working Environment

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding and manipulating a computer mouse.
• Required to stand for varying lengths of time and walk moderate distances to perform work.
• Occasional bending, reaching, lifting, pushing and pulling up to 50 pounds.
• Regular activities require ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.
• Clearly communicate to perform essential functions.

Department Statement

The 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. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation

UTO is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and
executes to meet the needs of our community of learners, faculty, researchers and staff. Our
work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

COVID-19 Vaccination Requirements: Arizona State University is a federal contractor and subject to federal regulations which may require you to produce a record of a COVID-19 vaccination. For questions about medical or religious accommodations, please visit the Office of Diversity, Equity and Inclusion's webpage.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources .

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.