IT Support Analyst
Ball State University
Cambridge , IN
Job posting number: #7127889
Posted: March 13, 2023
Application Deadline: Open Until Filled
Job DescriptionPosition Function
Utilize 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.
1. 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.
3. High school diploma or
plus an additional combination of education or experience in IT equivalent to four years
At 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.
Excellent oral and written communication skills; exceptional customer services skills;strong analytical and problem-solving skills; strong organizational skills.
Authorization to work in the US Candidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.
Bachelor’s or Master’s degree in computer technology, information systems, computerscience or related area.
Additional years of technology support experience; experience with remote assist technology; experience with Mobile Device Management (MDM) systems; supervisory experience.
Pre-Employment Screening Requires successful completion of a background check.
Position Title(s) Supervised
Ball 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 University
Ball 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.
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Department Unified Technology Support:120020
The 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 Number 285-8324
Duties & Responsibilities
Provide 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.
Triage 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.
Coordinate 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.
Support 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.
Serve 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.
Maintain 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.
Process 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.
Serve 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.
Create technical documentation and contribute content to the technology knowledge base; examine current trends; prepare procedures for complex technical repairs and inquiries.
Assign 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.
Perform other related duties as assigned.