Technology Support Analyst Senior

Updated: over 1 year ago
Job Type: FullTime
Deadline: 27 Sep 2022

84005BR

Campus: Tempe

Tech Support Analyst Senior


Job Description

The Herberger Institute Design for Design and the Arts Information Technology Department is looking a motivated and talented individual to join our team as a Tech Support Analyst Sr. This position will provide support for the faculty, staff, and students of the Herberger Institute. Duties include; computer imaging and configuration, troubleshooting issues, creating training resources and documentation for both coworkers and end users, maintain and improve departmental systems, and train and oversee student workers. This applicant must be familiar with commonly used applications, and hardware and can improve processes, create, update, and maintain documentation to help ensure the effective use of computing resources. Excellent customer service skills are a must in this position.  


Job Family

Information Technology


Department Name

Herberger Institute IT


Full-Time/Part-Time

Full-Time


Grant Funded Position

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


Salary Range

$50,000 - $60,000 per year; DOE


Close Date

27-September-2022


Essential Duties

  • Receive, respond to, and monitor status of work-order requests for technical assistances 
  • Train and develop our student workers to provide walk up, deskside, and remote support 
  • Develop, and apply standard documentation, to train student workers/IT staff on standard processes as well as develop documentation for faculty/staff/students requesting standard types of assistance 
  • Monitor ticketing queues and assigning tickets to staff and student workers 
  • Working with UTO to improve our ServiceNow request catalog 
  • Maintain and update departmental SharePoint, AdobeSign and other systems used for internal practices 
  • Via phone, remote or in person troubleshoot hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures 
  • Install, configure, secure, maintain, and troubleshoot hardware, software, network, and operating systems 
  • Receive, Inventory, Install, and replace computer hardware and other systems 
  • Perform security reviews for new software and update expiring security reviews to ensure compliance with ASU policies 
  • Provide professional and positive customer service 
  • Pick up and carry equipment weighing at least 50 pounds 
  • Communicate effectively orally and in writing 
  • Perform other duties and responsibilities as assigned 

Minimum Qualifications

Bachelor’s degree in technology or related field AND two years experience providing information technology services; OR, Six 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 6 months of exp


Desired Qualifications

  • Experience installing, configuring, imaging, maintaining and troubleshooting Windows 10, MacOS, and other systems 
  • Experience using most of the following deployment systems and tools: (SCCM, JAMF, Active Directory, Group Policies, and TCP/IP networking) 
  • Demonstrated knowledge of system encryption for laptops, desktops or mobile devices using Bitlocker, and FileVault for MacOS 
  • Demonstrated knowledge of BASH, Python, PowerShell or other scripting languages is a plus 
  • Experience with virtualization technologies such as Vmware, Parallels, and Virtual box 
  • Experience with a variety of standard computer software including Microsoft Office O365, Acrobat, Adobe Creative Cloud 
  • Project management experience (i.e., organize and schedule tasks, prioritize) 
  • Supervisory experience 
  • Experience troubleshooting TCP/IP Errors, ability to use NSLookup, IPConfig, NETStat, and tools like infoblox 
  • Demonstrated knowledge resolving hardware and software problems; identifying problem sources and methods of solution 
  • Evidence of effective communication skills 
  • Experience in providing exemplary customer service support to VIP clients 

Working Environment

  • Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing, and walking 
  • Frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting, and pushing objects of varying weights up to 50 pounds 
  • Regularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipment Receive regular review of completed tasks 
  • This position requires operating an ASU motor vehicle so must have a current driver's license

Department Statement

The Herberger Institute comprises the School of Art; School of Arts, Media and Engineering; The Sidney Poitier New American Film School; School of Music, Dance and Theatre; The Design School; and the ASU Art Museum. With 130 degree and certificate options, and programs ranked top 20 in art, design, music, theatre, digital culture, film, dance and more, plus a top university art museum, a leading immersive media facility, and national and international partnerships, the Herberger Institute is a powerhouse of art, culture and design. 

The vision of the Herberger Institute is to advance the New American University by embedding designers, artists and arts-based inquiry at its core and throughout the communities it serves locally, nationally and internationally. With over 5,399 students, over 500 faculty members, and 130 program options, the Herberger Institute is committed to redefining the 21st-century design and arts school.

As part of Arizona State University, the most innovative university in the nation, the Herberger Institute seeks to drive and scale new ways for arts and design to have impact in our world. We invite you to join our work.

Values:

  • Creativity as a core 21st-century competency
  • Design and the arts as critical resources for transforming our society
  • Innovation, enterprise and entrepreneurship
  • Interdisciplinary and transdisciplinary collaboration and research
  • Social embeddedness
  • Projecting all voices
  • Excellence
https://herbergerinstitute.asu.edu/

Why work @ASU - https://cfo.asu.edu/why-work-asu
Total compensation at ASU is defined as more than the salary paid for the valuable work performed to support the success of our ASU students. It includes:

  • Salary and wages paid
  • Comprehensive package of affordable benefit plans and programs
  • Access to world-class educational opportunities at deeply discounted rates
  • ASU's total compensation estimator shows the approximate value of your overall compensation

ASU is a diverse enterprise with a wide variety of work and learning modes, locations and a commitment to sustainability, innovation and employee work-life balance. We are determined to maintain our position as an employer of choice in a competitive labor market.

Flexible work options (after 3 months of service with the Herberger Institute, contingent on the need of the Unit/School and performance)

  • Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
  • Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required. 

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.

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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.



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