Tech Support Analyst

86223BR

Campus: Downtown Phoenix

Tech Support Analyst

Job Description

Provides support to users of information technology tools in an academic and research environment. Work typically involves a combination of troubleshooting, recommending products for purchase, acting as a service support leader, delivering instruction, using software applications to meet specialized needs, communicating with customers, other technology specialists, and vendors about services.

The College of Health Solutions is committed to creating a positive culture of inclusion, wellness, and employee engagement. We exemplify this through our Staff Success Hub, whose Council membership is open to all CHS staff. The Council gives staff a voice in decision-making at the college level and reflects the college leadership's commitment to attracting, developing, and retaining the best, most diverse talent in a safe and inclusive environment.

Job Family

Information Technology

Department Name

CHS Information Technology

Full-Time/Part-Time

Full-Time

VP Code

VP/EXEC VICE PROV DPC

Grant Funded Position

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

Salary Range

$42,000 - $57,930 per year; DOE

Close Date

22-December-2022

Essential Duties

• Repairs or resolves a wide variety of technology issues and confers with or escalates problems to vendors, contractors, or others in the university to assure that resolution is reached.
• Identifies causes of problems when hardware and software are not operating properly and takes appropriate action.
• Monitors and response to security incidents with immediacy.
• Establishes and maintains positive and effective communications with customers, co-workers, other technology specialists, vendors, and the University Technology Office.
• Installs/delivers and sets up computer hardware and media equipment as well as upgrades to hardware and software.
• Tests newly set up equipment to assure that it works according to specifications.
• Develops and applies standard computer images with authorized software to computers to ensure consistent configurations.
• Actively participates in the relocation of technology (computers, peripherals, etc.) as needed.
• Removes computers from the domain, cleans hardware by deleting the profile, and replaces inventory.
• Traces and troubleshoots network connectivity problems and notifies appropriate responsible unit(s) based on findings.
• Receives responds to, and monitors the status of work order requests for technical assistance; updates ticket system to reflect activities performed and the status of requests to ensure the timely completion of the work order in accordance with established policy.
• Supports the use of audio-visual and media equipment usually in a conference room setting.
• Assists with the hardware maintenance of printers and scanners, which may include cleaning or replacing worn-out or missing parts.
• Maintains records and supplies, which may include technology inventory, counts of users, the status of equipment and software checked out, maintenance parts in inventory, etc.
• Provides mentoring and guidance for the group's student employees.
• Advises customers on standard tools and combinations of tools that are available to meet specific needs.
• Participate in projects to develop and improve routine procedures and documentation.
• Develops and delivers instructional short courses or documentation on the use of supported technology products, and provides personalized instruction one-on-one to meet specialized needs.
• Collaborates and teams with others on a variety of projects related to basic assignments.
• Drives Arizona State University leased, owned or rented vehicles and carts to various ASU locations to perform work.

Minimum Qualifications

Bachelor's degree in technology or related field; OR,Four years experience providing information technology services; OR,Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to six months of experience.

Desired Qualifications

• Experience in offering customer service.
• Experience installing, maintaining, and troubleshooting computer hardware and software.
• Experience in the realm of information security to include prevention, identification, and remediation of both potential security weaknesses and any actual incidents that may occur.
• Experience working with all types of mobile devices including laptops, tablets, and phones.
• Experience working with a sense of urgency in all matters but especially regarding security issues.
• Experience working in a team environment.
• Experience working with diverse user populations.
• Evidence of effective communication skills.
• Experience with imaging, configuring, and deploying secure Windows and Mac systems in an enterprise environment.
• Experience with Microsoft Active Directory and Group Policy.
• Experience with Microsoft System Center Configuration Manager (SCCM).
• Experience with JAMF Pro (formerly Casper).
• Experience troubleshooting technical problems and providing easy-to-understand solutions for end users.

Working Environment

• Use basic math
• Deliver presentations
• Supervise staff
• Activities are performed in an environmentally controlled office setting
• Ability to clearly communicate 
• Required to stand for varying lengths of time and walk moderate distances to perform work
• Use office equipment, i.e. printers, copiers, fax machines, telephones, calculator
• Regular activities require ability to quickly change priorities, may include/subject to resolution of conflicts
• Use of software/computer equipment for extended periods of time
• Use critical thinking to make decisions and/or analyze and report data/results of tests conducted
• Use an ASU or personal vehicle to travel to different campuses
• Ability to lift and transport 50 pounds
• Frequent bending, reaching, lifting, pushing and pulling up to 50 pounds

Department Statement

The College of Health Solutions (CHS) is dedicated to translating scientific advances into practical interventions to improve health outcomes through education, research and service. We equip students with the knowledge and skills to influence healthier lifestyle choices; develop creative interventions to improve the health of people and populations; analyze and translate large amounts of health data into solutions; and maximize the technology, science, business and application of diagnostics. CHS research programs encompass basic, discovery science, clinical trials, intervention science and measurement of health outcomes. CHS takes an interdisciplinary approach to address the complex systems that underpin health problems. The college is highly collaborative, transparent and team-oriented with an organizational structure that includes translational teams, affinity networks and academic programs to improve the health of people and communities.

The current training programs include behavioral health, biomedical diagnostics, biomedical informatics, exercise science, health promotion, health sciences, kinesiology, medical studies, nutrition, population health, science of health care delivery, and speech and hearing science. Our programs are offered at ASU’s Downtown Phoenix, Tempe, Polytechnic, West and Lake Havasu campuses, as well as on Mayo Clinic’s campus in north Phoenix. 

For more information about ASU and the College of Health Solutions, visit https://www.asu.edu/about/  and https://chs.asu.edu/

The College of Health Solutions does not provide sponsorship for staff positions. Applicants will need to be eligible to work in the United States.

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.

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.

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.