User Support and Systems Analyst

Dartmouth College

Hanover, NH

Job posting number: #7104345

Posted: June 30, 2022

Application Deadline: Open Until Filled

Job Description

Position Purpose
Provides technology support, systems acquisition and development, consultation, and process improvement for faculty, staff, and students at Thayer School of Engineering, Dartmouth College. This encompasses all end user AV and IT technologies, including: network services, desktop productivity applications, engineering applications, classroom and other learning technology, technology acquisition and maintenance, user documentation, IT security, research and machine shop equipment, and other technologies as they become relevant.
Description
User Support and Systems Analyst

You: An inspired IT support professional who wants to help improve higher education, including teaching and research. A seasoned veteran or an enthusiastic newcomer to the field.

Us: A Computing Services team made by and for Dartmouth’s creative engineering school and expanding into supporting Computer Science too; a highly dynamic and collaborative group that doesn’t just ask “What’s wrong with your computer?” but “How can we use (or build!) technology to help spark your next great idea?”

What we do

Provide outstanding technology service and support: https://computing.thayer.dartmouth.edu

Help craft the future of teaching by empowering our community to use technology in innovative and creative ways.

Thayer School has an unusual multidisciplinary approach to engineering education and our IT philosophy reflects this. We don’t just turn cranks behind the scenes — our entire team interacts extensively with faculty, students, staff, and researchers to build crank-turners and empower our community. We go out of our way to spend time with our users, deliberately encouraging community members (often with cookies) to ask questions, explain their needs, and brainstorm solutions with us.

We cheerfully work hard to tackle problems quickly, develop systems to address problems before they happen, and allow Thayer School to make the fullest use of computing technology. We are committed and love a challenge.

How we do it

Collaborate extensively across our entire team and with others at Dartmouth. Integrate or build services as appropriate. Do everything with agility, from normal operations, to major projects, to switching to remote teaching and learning overnight. Take credit and responsibility as a team. Celebrate our successes and learn from our setbacks. Communicate credibly and build on that credibility. Encourage a welcoming, fun, diverse, and stimulating work environment.

Recent team projects include:
Develop and deploy openAV, “AV done IT style”, to hundreds of AV endpoints. Uses a web application GUI and network-attached video gear to produce high function AV and class recording systems for our entire facility that are more cost effective and easier to maintain than traditional AV systems.
Migrate our macOS environment from traditional “imaging” workflow to “no imaging” workflow using Jamf.
Use Zoom and other APIs to produce and configure multiple meetings for classes, complete with dynamic display of participants in those meetings on web pages. Extend room functionality by integrating Zoom Rooms into nearly every AV installation.


What we expect, and what you can expect

Share your ideas and solicit ours — your viewpoint is valued and questions are encouraged!
Bring your skills, aptitude, and diversity to help users learn our systems, surmount problems, and innovate new ways to teach with technology.
Have the desire and ability to quickly learn new and old technologies. We encourage and support your curiosity.
Participate fully within a highly collaborative, agile team that includes User Support Analysts, Systems Administrators, Instructional Designers, Data Integration Specialists, and Web Developers.
Interact extensively with our diverse faculty, staff, and students, employing strong communication skills.
Troubleshoot a huge range of hardware and software issues.
Develop and document systematic solutions for common issues.
Keep up with the latest in technology and not be afraid of the cutting edge.
Share enthusiasm for higher education; yours, ours, & everyone else’s.

Work environment

Thriving engineering school within a prestigious college
First national research university to graduate more women engineering majors than men
Flexible and supportive management and policies
Outstanding facilities, new buildings just opened this year
Diverse community of world-class engineers
Northern New England as your backyard
Required Qualifications - Education and Yrs Exp 3+ years of experience
Required Qualifications - Skills, Knowledge and Abilities
● Strong technical skills using IT for teaching and productivity.
● Demonstrated ability to learn new technologies quickly and efficiently.
● Demonstrated ability to teach and assist others learning new technologies.
● Demonstrated ability to identify, define, develop, and deploy systems to support process and workflow improvements.
● Excellent communication skills: written, verbal, and multimedia.
● Three to five years of experience in user support or equivalent.

Preferred Qualifications
● Bachelor’s degree in computer science or a combination of equivalent experience and education.
● Experience in user support in Higher Education and/or tools for learning and/or engineering applications desirable.



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