IT User Support Analyst

Under routine supervision, provides support to end users for PCs, servers, peripherals, applications, hardware and mobile devices. Resolves problems that the first-tier of help desk support is unable to resolve. Reports to designated administrator.

Additional Basic Function - if applicable:

Examples of Duties:

Duties/essential functions may include, but not be limited to, the following:

Configure, install, monitor and maintain users’ computers and mobile hardware.

Configure, install, monitor and maintain users’ software.

Install operating systems on hardware, supporting multiple platforms.

Communicate with users to help understand and resolve problems, including status updates on requests, expectation management and pending projects.

Communicate with stakeholders on pending projects and IS initiatives.

Conduct research on new technology as requested.

Escalate more complex problems to expert/management level or Tier 3 as necessary.

Prioritize efforts on local support level as emergent issues arise.

Provide end-user training for standard applications (MS Office, Google apps, browser support); may also perform basic training for area-specific applications.

Create and maintain documentation of departmental technologies.

May supervise student employees; may assist student employees with resolving user problems.

May perform syncing/troubleshooting of mobile operating systems and devices, make recommendations to functional unit based on university standards.

Perform related duties as assigned.

JOB COMPETENCIES:

Work effectively with regular oversight.

Identify and escalate complex or uncommon issues to supervisor.

Exercise routine decision making on behalf of users.

Work closely with supervisor on projects., Monday through Friday, first shift. Schedule may vary based on special events and procedures requiring work outside of regular hours.

Bachelor’s degree and 3 months of relevant professional experience in user support. Or an Associate’s degree and 2 years of relevant professional experience in user support. Or comparable relevant professional experience in user support equivalent to 4 years.

Knowledge Of:

Problem diagnosis, reporting and monitoring tools and processes * Selection, installation, configuration, troubleshooting and repair of end-user devices (pc’s, printers, peripheral devices) * Installation, configuration and maintenance of desktop operating systems, infrastructure services * Data security best practices and administration of access to departmental data and hardware assets, Meeting and communicating with departmental supervisors and managers and stakeholders to better understand business needs Interpersonal communication to effectively interact with University personnel and public in person and over the telephone * Dealing diplomatically with internal and external constituents under stressful conditions

Ability To:

Conduct end-user training * Communicate effectively orally and in writing directly to end-users with status updates on requests, expectation management, and pending projects * Prioritize day to day issues on local support level as emergent issues arise * Create and maintain effective documentation Provide work direction and guidance to others

Preferred Qualifications - if applicable: Experience with Microsoft and Apple environments.

Assessments:

Asterisk (*) indicates knowledge, skills, abilities which may require assessments. Assessments could take the form of interview questions, a request to provide work samples or a written or practical test to assess job related competencies.

The intent of this description is to illustrate the types of duties and responsibilities that will be required of positions given this title and should not be interpreted to describe all the specific duties and responsibilities that may be required in any particular position. Directly related experience/education beyond the minimum stated may be substituted where appropriate at the discretion of the Appointing Authority. Kent State University reserves the right to revise or change job duties, job hours, and responsibilities.