Technical Support Analyst (OIT 3/4 Time) - 130392

Job Summary:

The Technical Support Analyst supports the Office of IT and campus customers by directing data analysis services and implementing quality customer service for our Core Support and Operations team and BYU. This position understands our customer's and directors' needs. This position works to solve complex issues and develop our level of competence and capabilities. The person in this position should exhibit leadership, management, organizational, and technical skills.

The Technical Support Analyst provides and applies the necessary conceptual and technical expertise of BYU's Core Support and Operations. This role works with management teams to track work efforts and help determine priority for the work needed, which also includes tracking key metrics that reflect the work being accomplished. This position works with the director to schedule one-on-ones with over 100 students regularly. The Technical Support Analyst helps manage a group of students that focus on providing data analysis for operational metrics that support BYU's technology services.

Benefits:

What are the benefits to you? 

OIT strives to provide, whenever possible, the flexibility needed (both in schedule and remote work) to help employees maintain a great work-life balance.

You will work with real-world, leading-edge technology that serves the campus community while furthering your career.

OIT provides regular training and coaching to help you grow your career and improve your skills.

Plus, we have a LOT of FUN together!

What about health and other benefits?

While a ¾-time position has fewer benefits than a full-time position, BYU still offers some excellent benefits. You'll have access to:

• 401k matching 
• No-cost participation in a retirement savings program
• On-campus parking
• Free UTA passes for you and your dependents
• Discounts at the BYU Store and on the many events at BYU 
• ...And much, much more.

What we are looking for:

Education and Experience:

This position provides an opportunity for people of varying levels of skill. If you have a lot of education, experience, and skill, we'll compensate you accordingly. If you are early in your career, this could be a great opportunity for you, too. Different levels of pay are assigned depending on experience/education/skills.

Minimum Required: Two years of experience providing administrative support to technology and IT teams, including one year leading or supervising employees, or an equivalent combination of related post-secondary technical education and experience

Minimum Preferred: Four or more years of experience (or combination of related training, education, and experience) supporting technology teams and IT systems, including a minimum of one year leading or supervising employees

Skills, abilities, or knowledge:

You are not required to have experience in all areas listed below. What you don't know we can teach you. We are seeking the most qualified candidates; the more you have, the more likely you are to be selected. Compensation will be commensurate with experience and skills.

• Experience with data analytics platforms such as Tableau and SQL
• Experience with operational and monitoring responsibilities and/or support desks, preferably for technology products
• Experience working with (specifically) Microsoft Outlook, Microsoft Exchange, Smartsheets or Microsoft Excel, and Microsoft Teams
• Understanding of data management, sourcing, accessing, and reporting
• Strong supervisory experience and skills and organizational skills
• Excellent written and oral communication skills and fluency in the English language
• Demonstrated public relations skills needed for dealing with a vast spectrum of customers
• Excellent customer service and troubleshooting skills
• Promptness, reliability, dependability, and flexibility to change
• Ability to work as part of a team and independently
• Prioritization and organization skills
• Desire to learn new technologies
• Ability to mentor and train others

Employee Class: 3/4 Time (28 hour)
Work Location: Provo Campus
Desired Start Date: As soon as possible
Job Close Date: 04/03/2024
Pay Level: 50
Approximate Starting Salary: $23.75 - $31.00 hourly, depending on qualifications
Documents Required at time of Application:
Required: Cover Letter, Resume
Members of The Church of Jesus Christ of Latter-day Saints must hold and be worthy to hold a current temple recommend.
Brigham Young University is an equal opportunity employer, including disability and protected veteran status.
Brigham Young University (BYU) is widely recognized not just for its world-class education, but for its deep commitment to inspired religious values. Gathered together in a Christ-centered atmosphere, BYU employees are a vital part of a community of belonging, where we value the experiences, perspectives, and talents of each individual. If you share in our devotion to faith and to excellence, we have a place for you here at BYU!