IT Service Support Analyst 2

Provides specialized support to the College, and the assigned unit(s) of Astronomy, Chemistry and Biochemistry, and Physics. Provides hardware and software support to research, instructional, and administrative users in the College; maintains IT users’ hardware and software; troubleshoots and resolves problems; installs and deploys new/upgraded hardware and software; tracks issues; follows and develops procedures; provides technical advice and guidance to IT users; recommend solutions and services to meet IT users’ needs. Supports IT facilities such as research laboratories, clinics, AV-equipped conference rooms, specialized teaching labs, and computer classrooms in the College. Provides Tier 1 and 2 support for supported software and hardware; escalates to Tier 3 support when necessary. May require occasional evening or weekend hours. Other duties as assigned.

Required: Bachelor’s Level Degree or equivalent combination of education and experience. Two years of relevant experience. Strong customer support experience, and ability to communicate clearly both orally and in writing; demonstrated ability to deliver service and resolve issues; demonstrated problem solving/troubleshooting skills. Experience supporting customers and services in a research environment. Demonstrated proficiency with Windows and Macintosh operating systems; working knowledge of PC and Macintosh hardware; proficiency with Microsoft Office applications and common Web/Internet applications; working knowledge of networking. At least 1 year of experience working in a customer-focused role.

Desired: Familiarity with Linux. Previous experience using desktop support applications such as Jamf and Bomgar.

The pay range for this job profile is $26.78 - $30.87. The offer for this position will fall within this range based on internal equity, unit’s available budget, and the candidate’s qualifications.

The College of the Arts and Sciences Department of Technology Services is seeking an IT Service Support Analyst 2 . The College of Arts and Sciences is the largest college and the academic heart of the university. The College hosts 81 majors. With 38 departments, 20+ world-class research centers, and more than 2,000 faculty and staff members, students have the unique opportunity to study with the best artists, scholars, and scientists in their field.