IT Support Analyst

Company: Ball State
Location: Muncie
Posted on: March 17, 2023

Job Description:

Posting Details Position Information Position TitleIT Support AnalystAbout this OpportunityUnified Technology Support (UTS), a division of Information Technology at Ball State University, is seeking an IT Support Analyst with strong technology skills and customer service experience, to support key UTS Desktop Support, Technology Helpdesk and Tech Center projects and functions. This position will be part of a collaborative team that manages and supports the deployment and maintenance of Windows and MacOS computers as well as mobile devices and provides technology support for a wide range of campus technologies via the Technology HelpDesk. Support will be provided via phone, chat, remote assist technology, as well as in-person.Must be available to work until 7:00PM during the fall and spring academic semesters. This position will work 10:00AM 7:00PM Monday through Thursday and 8:00AM 5:00PM on Fridays during the fall and spring academic terms. This position will work 8:30AM 5:00PM during breaks and summer.Inclusive Excellence StatementAt Ball State University, inclusiveness and freedom of expression are a part of our enduring values and inform all of our efforts. We encourage applicants to familiarize themselves with our Inclusive Excellence Plan to learn more about our commitment and to identify how you might contribute to these efforts.Benefits and Communityhttps://www.bsu.edu/about/administrativeoffices/humanresources/jobs/benefits-and-community/professional-staffLive Near Your Work - If you are considering living near the Ball State area, please visit the following link to learn more about relocation and living in east central Indiana:https://www.bsu.edu/about/live-near-your-workFLSAAdministrative ExemptionHrs/Week40Length of AssignmentFull-Time At-WillPosition FunctionUtilize technical expertise, project management, and customer service skills to provide consultation and technology support to Ball State students, faculty, and staff. Support keyUTSDesktop Support, Technology Helpdesk, and Tech Center projects and functions related to computer and mobile device set-up and maintenance, networking connectivity, and the use of software applications.Minimum Education1. Bachelor's degree from an accredited college or university by the date of appointment.Or, in lieu of a Bachelor's degree:2. Associate's degree plus an additional combination of education or experience in IT equivalent to two years.Or3. High school diploma orGEDplus an additional combination of education or experience in IT equivalent to four yearsMinimum ExperienceAt least two years of experience working supporting desktop computers, laptops, mobile devices, networks, and software applications with an emphasis on troubleshooting and system maintenance; working knowledge of macOS and Windows operating systems, customer service experience.Minimum OtherExcellent oral and written communication skills; exceptional customer services skills;strong analytical and problem-solving skills; strong organizational skills.Authorization to work in the USCandidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.Preferred EducationBachelor's or Master's degree in computer technology, information systems, computerscience or related area.Preferred ExperienceAdditional years of technology support experience; experience with remote assist technology; experience with Mobile Device Management (MDM) systems; supervisory experience.Preferred OtherPre-Employment ScreeningRequires successful completion of a background check.Position Title(s) SupervisedStudentsRequired CertificationsEEO StatementBall State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.About Ball State UniversityBall State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 22,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 120 undergraduate programs. We offer more than 140 master's, doctoral, certificate, and specialist degrees, with many of them ranking among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.There's more to discover IN Indiana! Visit the following link to learn more:IN IndianaDepartmentUnified Technology Support:120020Department InformationThe minimum salary for this position is $49,000. Must be available to work until 7:00PM during the fall and spring academic semesters. This position will work 10:00AM 7:00PM Monday through Thursday and 8:00AM 5:00PM on Fridays during the fall and spring academic terms. This position will work 8:30AM 5:00PM during breaks and summer.Department Email or Phone Number285-8324Duties & Responsibilities Ranking1Job DutyProvide technology support for students, faculty and staff related to campus technology systems, hardware, software and network connectivity; track all client interactions; perform research, analysis, and evaluation of technologies supported by InformationTechnology.Ranking2Job DutyTriage and provide advanced support for issues escalated by the HelpDesk staff; follow-up with clients and resolve issues via phone, remote assistance, and with the campus Mobile Device Management (MDM) system; take action to ensure effective solutions for all clients; escalate issues to the next level support, when required.Ranking3Job DutyCoordinate and help manage the distribution and setup of new College Plan equipment and departmental purchases. Leverage the campusMDMto do initial set-ups of new devices, following IT standards and IT Security best practices; coordinate hand-off to ITSupport Technologists for final set-up and delivery to client.Ranking4Job DutySupport Technology HelpDesk operations via direct client support, coaching and advising HelpDesk staff as they resolve client issues and collaborating on HelpDesk staff training and support.Ranking5Job DutyServe as a technical resource for the Tech Center to provide extensive technical knowledge, troubleshooting abilities, and customer service skills to advise and assist other staff in client support and problem resolution; act as a back-up for walk-in support and assist with the reimaging of dropped-off departmental laptops or mobile devices.Ranking6Job DutyMaintain an advanced level of technical knowledge and skills for current and evolving technologies related to the campusMDMsystem, enterprise-wide software, computers, mobile devices, software applications, hardware, networking, and troubleshooting methodologies.Ranking7Job DutyProcess and complete assigned technology related requests which require specific administrative access, such as email distribution list updates and account unshelving requests. Workstation admin requests, and other similar processes as assigned.Ranking8Job DutyServe on committees related to technology support initiatives; participate in special projects that include, but are not limited to IT Security initiatives, conducting training sessions, coaching and mentoringUTSTech Center staff and departmental technical support staff, and assisting with product implementation, testing and upgrades.Ranking9Job DutyCreate technical documentation and contribute content to the technology knowledge base; examine current trends; prepare procedures for complex technical repairs and inquiries.Ranking10Job DutyAssign and review work, orient and train student employees, and make recommendations in all areas related to supervision, including but not limited to interviewing and selection, compensation, discipline, performance appraisal, and training and career development of personnel.Ranking11Job DutyPerform other related duties as assigned.Posting Detail Information Posting Number202301243PNumber of Vacancies1Desired Start Date04/10/2023Position End Date (if temporary)Open Date03/13/2023Applications Accepted Through Date04/03/2023Open Until FilledNoInformation regarding transcriptsThe option to upload transcripts is available. Original, official transcripts showing the highest related degree earned is required at the time of hire (even if obtained at BSU). Degree verification will be conducted.Special Instructions SummarySupplemental Questions Required fields are indicated with an asterisk (*). Applicant Documents Required DocumentsResumeCover LetterOptional DocumentsUndergraduate Transcriptsrecblid goaxbmmfdx1poypu13clr3j8gd4ub5

Keywords: Ball State, Muncie , IT Support Analyst, Professions , Muncie, Indiana